________ Is Very Important to the Process Aspect of Services

question 59

Multiple Choice

________ is very important to the process aspect of services because it helps identify steps that will ultimately lead to better service creation and delivery processes.

• A) A customer contact audit
• B) An internal marketing review
• C) A tangibility gap analysis
• D) A service continuum
• E) A consumer experience evaluation

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Definitions:

Coefficient Alphas

A statistical measure used to assess the reliability or internal consistency of a test or scale.

Homogeneity

The degree to which a set of elements, such as group members or data points, are similar or uniform in nature.

Reliability Estimates

Statistical measures that assess the consistency or repeatability of a scale, test, or measurement tool over time.

Exploratory Factor Analysis (EFA)

A statistical technique used to identify underlying structures (factors) that explain patterns of correlations within a set of observed variables.