Question

Firms should do the following to address management's service expectation gap:

a) Increase communication between management and employees
b) Ignore the expectation gap to maintain a positive work environment
c) Implement stricter policies without employee input
d) Encourage a culture of secrecy within the organization

Answer 1

Firms should increase communication and encourage a culture of transparency to bridge the management's service expectation gap.

Step-by-step explanation:

The firm should increase communication between management and employees, as well as encourage a culture of transparency rather than secrecy within the organization. By improving communication, employees will have a better understanding of management's service expectations, and this will help bridge the expectation gap. Additionally, implementing an open and transparent culture will foster trust and collaboration within the organization.