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PSE&G,a Utility Company Located in New Jersey,is Conducting a Service

Question 40

Multiple Choice

PSE&G,a utility company located in New Jersey,is conducting a service marketing research study to assess its service performance.It will measure the gaps between customer expectations and perceptions along the five dimensions of service quality.Which of the following types of research should PSE&G use?


A) Critical incident studies
B) Requirements research
C) SERVQUAL surveys
D) Trailer calls
E) Customer panels

Correct Answer:

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