58. The absence of customer-defined standards will broaden provider gap 2. (p. 37) TRUE Difficulty: Moderate 59. Provider gap 2 is the discrepancy between development of customer-driven service (p. 37) standards and actual service performance by company employees. TRUE Difficulty: Moderate 60. Deficiencies in human resources management policies will broaden provider gap 3. (p. 38) TRUE Difficulty: Moderate 61. The synchronizing of supply and demand will narrow provider gap 4. (p. 42) FALSE Difficulty: Moderate 62. One of the major difficulties associated with provider gap 4 is that communications (p. 42) to consumers typically involve issues that cross organizational boundaries. TRUE Difficulty: Moderate 63. Ad puffery such as "The Best in the State" could lead to provider gap 4. (p. 42) TRUE Difficulty: Moderate
58. (p. 37) The absence of customer-defined standards will broaden provider gap 2. TRUE Difficulty: Moderate 59. (p. 37) Provider gap 2 is the discrepancy between development of customer-driven service standards and actual service performance by company employees. TRUE Difficulty: Moderate 60. (p. 38) Deficiencies in human resources management policies will broaden provider gap 3. TRUE Difficulty: Moderate 61. (p. 42) The synchronizing of supply and demand will narrow provider gap 4. FALSE Difficulty: Moderate 62. (p. 42) One of the major difficulties associated with provider gap 4 is that communications to consumers typically involve issues that cross organizational boundaries. TRUE Difficulty: Moderate 63. (p. 42) Ad puffery such as "The Best in the State" could lead to provider gap 4. TRUE Difficulty: Moderate