Multiple Choice
The ____________ is the difference between what a service provider communicates and what it actually delivers to the customer.
A) interpretation gap
B) communications gap
C) perceptions gap
D) standards gap
E) knowledge gap
Correct Answer:
Verified
Correct Answer:
Verified
Q1: Accurate performance is an aspect of _.<br>A)tangibles<br>B)reliability<br>C)responsiveness<br>D)transcendence<br>E)assurance
Q2: The standards gap is the difference between
Q4: The service quality is the difference between
Q6: Which of the following is one of
Q7: Illustrate what access means for service quality.
Q8: Illustrate what tangibles mean for service quality.
Q11: Typically the cost of an unhappy customer
Q24: Explain what SERVQUAL is and how it
Q29: List the four ways to improve service
Q32: Which of the following is one of