Canadian Airline Did Market Research to Determine the Expectations of Business

Multiple Choice

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) Service encounter sequence
B) Internal performance requirement
C) Diagnostic capabilities
D) Overall service quality perception
E) Service dimension gap