Gerald murphy is a manager at wright & wayner, a publishing house which is a very employee-friendly company. the demarcation between managers and subordinates is flexible and the nature of these reporting relationships is flexible and informal. gerald recently assigned five of eight of his subordinates to work on a new publication project with a fairly tight deadline because he believed that these efficient employees would function even better with each other's support. a week before the deadline, however, gerald realized that the group had been shirking work as each of the members thought that the project was not just his/her responsibility. additionally, under the guise of working together, the team was actually doing their personal work, surfing the internet, or just socializing. this scenario reflects ) gainsharingb) high process gainsc) reflexive goal-settingd) jobsharinge) social loafing

Read the overview below and complete the activities that follow.apartment complexes often look for ways to recruit new tenants and retain current tenants. although apartment complexes offer the tangible benefit of shelter to their tenants, many apartment complexes also offer additional services to tenants to encourage tenants to stay or to support the rent prices. the following scenario identifies the several service gaps of a company that runs an apartment complex as well as solutions for reducing these service gaps.concept review: customers have certain expectations about how a service should be delivered. a service gap occurs when the delivery of a service fails to meet customer expectations. there are four types of service gaps: knowledge gap, standards gap, delivery gap, and the communications gap. it is important for marketers to identify these gaps and develop strategies for minimizing them.match the example or solution to the appropriate service gap category.1. wait for repairs 5. train employees well2. understand expectations 6. incentives for tenants3. do not overpromise 7. family movie night4. empower employees 8. delayed lawn careservice gap example solutionknowledge gap standards gap delivery gap communication gap