Question

involving employees in setting service performance goals can be very instructive in helping a firm reduce the

Answer 1

standards gap

Step-by-step explanation:

Involving employees in setting service performance goals can be very instructive in helping a firm reduce the "standards gap" by increasing their input into systematizing the expected output.

Standards gap actually talks about the difference that exists between the service standards a firm sets and that firm's understanding of the expectations of the customers.