A Set of Companion Surveys Used to Perform Gap Analysis

question 43

Short Answer

A set of companion surveys used to perform gap analysis in service firms,which is based on the notion that customers are more satisfied when their perceptions of a service are more closely aligned with the service design of the service provider is known as ________.

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Definitions:

Redefining Decision

A strategic pivot or change in direction based on new insights or conditions, affecting future actions and policies.

Franchising

A form of licensing in which a company—the franchiser—agrees to provide a franchisee a name, logo, methods of operation, advertising, products, and other elements associated with a franchiser’s business in return for a financial commitment and the agreement to conduct business in accordance with the franchiser’s standard of operations.

Franchisees

Individuals or entities that purchase the rights to operate a business under a franchise brand, adhering to the specified business operations and practices.