_____ Are Used to Report the Findings from a Services

question 56

Multiple Choice

_____ are used to report the findings from a services marketing research study that collected data on the two levels of customer expectations-desired service and adequate service-along with customer perceptions of company performance.

• A) Zone of tolerance charts
• B) Salience of dimensions and attributes graphs
• C) Gap scores tracking graphs
• D) Importance/performance matrices
• E) Customer satisfaction indices

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Definitions:

Assumptions

Beliefs or ideas accepted as true without proof.

Hunches

are intuitions or feelings that guide one's decisions or beliefs without concrete evidence.

Gut-Level Communication

Gut-Level Communication refers to honest, direct communication that comes from deep personal feelings or instinctual reactions.

Genuine Self-Disclosure

The process of openly and honestly sharing one's true thoughts, feelings, and experiences with others, facilitating deeper connections and understanding.