Multiple Choice
The gap refers to the differences between ________.
A) corrective action and preventive action
B) service quality and product quality
C) empowered employees and employees managed by a hierarchy
D) accurate quality projections and inaccurate quality projections
E) desired levels of performance and actual levels of performance
Correct Answer:
Verified
Correct Answer:
Verified
Q3: _ validity refers to the use of
Q4: Describe the concept of single sourcing. How
Q5: The process associated with resolving complaints is
Q6: The SERVQUAL instrument was developed by _.<br>A)
Q7: _ validity refers to whether the item
Q9: Improving services such as customer service policies,
Q10: Churn reduction involves the reduction in the
Q11: To segment markets means to distinguish customers
Q12: What are the three phases of customer-relationship
Q13: What is gap analysis?