The Type of Analysis That Compares the Differences Between Consumers

question 212

Multiple Choice

The type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality is referred to as

• A)customer relationship management.
• B)service encounter differential.
• C)gap analysis.
• D)a customer contact audit.
• E)a service audit.

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Definitions:

Porous Paper

A type of paper designed to allow the passage of air and liquids through tiny holes or pores.

Sterile Areas

Locations, especially in medical settings, that are free from all forms of life, including microorganisms, to maintain asepsis.

Chemical Sterilization

A method of sterilization using chemical agents to eliminate all forms of life, including spores, from a surface or environment.

Vaginal Specula

A medical tool used to dilate the vagina for examination of the vagina and cervix.