A set of companion surveys used to perform gap analysis in service firms, which is based on the notion that customers are more satisfied when their perceptions of a service are more closely aligned with the service design of the service provider is known as ________.
Fill in the blank(s) with the appropriate word(s).
Answer: SERVQUAL
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Define the concept of media richness. Which forms of media are more rich and which are less? Explain why this is so, and provide example situations in which the two ends of the spectrum are most appropriate.
What will be an ideal response?
What is the main reason that participant surveys are not typically accurate in assessing training program effectiveness?
a. Participants are not likely to give honest answers since they do not wish to harm their employment. b. Surveys get a low response rate. c. Surveys are costly and time-consuming to implement. d. Responses tend to reflect the entertainment value of the training rather than its effectiveness for the organization.
Fast-food workers coming together to share their grievances about low pay, teachers sharing classroom tips with each other, and students rating their professors, are all examples of an ______ communication network.
A. informal B. unsubstantiated C. unofficial D. unapproved
If the most optimistic time for completing an activity is 3, the most likely time is 4, and the most pessimistic time is 11, then the estimated time for the activity is ______.
A. 5 B. 4 C. 6 D. 9