The type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality is referred to as
A. customer relationship management.
B. a service audit.
C. gap analysis.
D. a customer contact audit.
E. service encounter differential.
Answer: C
You might also like to view...
The upper and lower limits for diving ring diameters made by John's Swimming Co are 40 and 39 cm., respectively. John took 11 samples with the following average diameters (39, 39.1, 39.2, 39.3, 39.4, 39.5 39.6, 39.7, 39.8, 39.9, 40)
Is the process in control? A) Yes, no diameters exceeded the control limits. B) No, some diameters exceeded the control limits. C) No, there is a distinguishable pattern to the samples. D) No, the range is not in control. E) There is not enough information to make a decision.
The cost of aspirin and over-the-counter cough medicine is a deductible medical expense even though they are nonprescription drugs.
Answer the following statement true (T) or false (F)
All of the following are goals of tax research EXCEPT:
a. to balance the need for efficiency against the need for thoroughness b. to balance the client's tax goals with the client's nontax, personal considerations c. to find a defensible solution to a client's problem d. to find a perfect solution to a client's problem, no matter how long it takes
Suppose an investor receives $500 for a $10,000 investment. What is the rate of return?