The Type of Analysis That Compares the Differences Between Consumers

question 96

Multiple Choice

The type of analysis that compares the differences between consumers' expectations about a service and their experience with it is referred to as

• A) customer relationship management.
• B) service encounter differential.
• C) gap analysis.
• D) a customer contact audit.
• E) a service audit.

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Definitions:

Defense Mechanism

Strategies used unconsciously by individuals to protect themselves from anxiety and internal conflicts by distorting reality in some way.

Projection

A defense mechanism where an individual unconsciously attributes their own unacceptable thoughts, feelings, or motives to another person.

Undesirable Characteristics

Traits or features that are not wished for or are deemed negative or harmful in a certain context or environment.

Defense Mechanism

Psychological strategies brought into play by individuals, groups, and even nations to cope with reality and to maintain self-image.