Multiple Choice
The 'gap theory' of service quality improvement refers to the gap between:
A) How much consumers paid and how much they used the product
B) Service delivery and external communications about the service
C) Consumer attitudes and organizational attitudes
D) Consumer experiences and organizational experiences
Correct Answer:
Verified
Correct Answer:
Verified
Q2: Quality is defined in the same way
Q3: The input consumers have into the creation
Q4: Which of the following is NOT a
Q5: Which of the following satisfaction drivers is
Q6: Service _ is/are used by many organisations
Q7: Which of the following is a way
Q8: In the context of season ticket holders,
Q9: Which of the following is likely to
Q10: The umbrella term _ captures the core
Q11: Satisfied customers are more likely to repurchase