Canadian Airline did market research to determine the expectations of business travelers-its target market. It learned business travelers don't view air travel as a simple product but as a inconsistently performed sequential process that includes making reservations, checking-in, waiting, boarding, in-flight time and baggage pick-up. Canadian Airline diagnosed that a problem existed with its:
A. Internal performance requirement
B. Overall service quality perception
C. Service dimension gap
D. Diagnostic capabilities
E. Service encounter sequence
Answer: E
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