Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?
A) break-even analysis
B) SERVQUAL
C) the critical incident technique
D) gap analysis
E) SWOT analysis
D
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Members of a team develop their ______ based on the expectations of the team, of the organization, and of themselves.
A. resources B. norms C. groupthink D. roles E. social fit
Marketing communicators must be good at ________ messages that take into account how the target audience ________ them
A) delivering; encodes B) sending; encodes C) encoding; decodes D) retrieving; perceives E) decoding; receives
Rebecca, who judges right and wrong based on her internalized principles, is in the ________ stage of moral development.
A) Unconventional B) Preconventional C) Conventional D) Postconventional
Black text against a white background provides the greatest contrast
Indicate whether the statement is true or false