Importance/performance Matrices Typically Combine Information About Customer Perceptions of Service

question 32

True/False

Importance/performance matrices typically combine information about customer perceptions of service encounters with a company with how the company rates in each of the five service dimensions.

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Definitions:

Potential Drawbacks

Potential drawbacks are possible disadvantages or negative consequences that may arise from a decision, action, or plan.

Research Purpose

The specific goal or objective that guides a research study, determining its direction and focus.

Confidential Information

Sensitive data or knowledge that is meant to be kept secret and is protected by privacy laws or agreements.

Research Subject

An individual or entity that is studied or observed in an academic or scientific investigation.