To improve its friendliness, the First National Bank hired Joy as a greeter. Joy’s job is to sit at a desk near the front lobby and greets customers as they enter with a warm friendly smile along with a 'Good Morning' or 'Good Afternoon.' Unfortunately, Joy is also required to answer the bank’s main telephone line. Since she spends most of her day on the telephone, Joy rarely gets to flash her smile or greet anyone as they enter the bank. In fact, Joy is on the phone so much that she doesn’t really even seem friendly. This is an example of a gap between: