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. 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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What are the components of the marketing mix? The promotions mix?
What will be an ideal response?
Clarissa is a market research analyst for a global consulting firm. She will be traveling to London next month to present her research to a meeting of company executives from around the world. This presentation could be instrumental in the company's decision of whether she should be promoted at the end of this year. Clarissa has been thinking about the trip, which will be the first time she has been out of the country. She has decided to retire the old college luggage for a more professional-looking version and has begun to evaluate various brands. Clarissa is most likely facing _____ for this particular purchase.
A. enduring involvement B. perceptual involvement C. internal retention D. situational involvement E. selective retention
Although Herzberg's motivation theory is popular, it has been criticized for all of the following reasons except:
A. The motivational and performance consequences of the theory are untested B. It requires people to look at themselves retrospectively C. No self-reports of performance were used D. It over-simplifies the nature of job satisfaction
Employees often go through four stages when high-level decisions are developed and implemented: these stages are ________.
A. speculate, digest, make a conclusion, respond B. digest, deliberate, make a conclusion, respond C. speculate, digest, deliberate, respond D. speculate, digest, deliberate, make a conclusion