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:

Cash Basis

An accounting method where revenues and expenses are recognized only when cash is received or paid out, respectively.

Internal Rate

This term might be incomplete or unclear; however, it is possibly referring to the internal rate of return (IRR), which is a metric used in financial analysis to estimate the profitability of potential investments.

Discount Rate

The rate of return that is used to find the present value of a future cash flow.

Cash Outflows

The total amount of money being spent by a business, commonly on expenses like rent, materials, payroll, and other operational costs.