The Type of Analysis That Compares the Differences Between Consumers

question 212

Multiple Choice

The type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality 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:

Historical Returns

Historical returns refer to the past performance or yield of an investment or portfolio over a specified period of time.

Years

A measurement of time that typically consists of 365 days, or 366 in a leap year, used as a basic unit for gauging durations and intervals.

Total Percentage Return

A measure of the overall return on an investment, including both capital gains and dividends or interest, expressed as a percentage of the initial investment value.

Interest Payment

The payment made by a borrower to a lender as a form of compensation for the use of borrowed money.