A Service-Providing Firm That Does Little or No Customer Satisfaction

question 26

Multiple Choice

A service-providing firm that does little or no customer satisfaction research is most likely to experience a gap between ______.

• A) the service quality specifications and the service that is actually provided
• B) the customers' wants and what management thinks customers want
• C) what the company provides and what the customer is told it provides
• D) management's perception of what customers want and the quality specifications it develops

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Definitions:

Communication Strategy

A planned approach for delivering information and messages to a target audience effectively.

Social Media Platforms

Online tools and websites that allow users to create, share, or exchange information, ideas, pictures, and videos in virtual communities and networks.

Different Messages

Diverse or varying pieces of information or communications that are conveyed or expressed, often tailored to different audiences.

Pew Research Center

A nonpartisan fact tank that informs the public about the issues, attitudes, and trends shaping the world through public opinion polling, demographic research, content analysis, and other empirical social science research.