_____ Are Used to Report the Findings from a Service

question 15

Multiple Choice

_____ are used to report the findings from a service 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:

Accreditation Standards

Official criteria and guidelines set by accrediting bodies that institutions or programs must meet to qualify for accreditation status.

Excellence Standards

High-quality criteria or benchmarks that are established for processes, performances, or outcomes against which the quality of activities, organizations, or institutions are assessed or evaluated.

Delegated Authority

The power granted to an individual or group to perform tasks or make decisions on behalf of another person or organization.

Formal Organization

An established structure of rules and policies designed to coordinate and guide activities towards achieving specific objectives or goals.