In measuring service quality, the perception gap is the difference between what customers ______.
a. expect to receive from a service and what they actually receive
b. expect to pay for a service and what they actually pay
c. are paid for a service and what it cost the supplier to provide that service
d. receive from a service and what the government requirements stipulate they should receive
a. expect to receive from a service and what they actually receive
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Lako Systems has instituted a training program that helps employees improve their abilities in speaking, listening, problem-solving, working in teams, and leading other people. This would be considered training in basic skills that employees need for success.
Answer the following statement true (T) or false (F)
Nature's Products, Inc, sends its standard order form to Omni Distribution Corporation to evidence a sale of packing materials. Omni responds with its own standard purchase order form. Additional terms in the purchase order automatically become part of the contract unless
a. the terms materially alter the original contract. b. the original offer expressly required acceptance of its terms. c. the offeror objects to the new terms within a reasonable time. d. any of the choices.
Amelia presents an identification card at the supermarket checkout and has a microcomputer attached to her TV. Information from both of these is sent to a research facility. Amelia is providing
A. family behavior recording. B. individual consumer jury. C. single-source data. D. advertisement exposure data. E. detailed market research.
Sampling is generally considered the least effective way to generate trial.
Answer the following statement true (T) or false (F)