The Probability of Customer Dissatisfaction Is Highest When Which of the Following

question 338

Multiple Choice

The probability of customer dissatisfaction is highest when which of the following conditions exists?

• A) Customer expectations are clearly defined.
• B) Supplier execution is too low.
• C) There is a gap between expected performance and perceived performance.
• D) There is a gap between what was indicated and what was accomplished.

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Definitions:

Encoding

The process by which information is converted into a form that allows it to be stored in our memory.

Method of Loci

A mnemonic technique using visualization of familiar spatial environments to enhance the recall of information.

Memorize a Speech

The process of committing a speech or spoken material to memory, often through repetition and practice, for recitation without reference to notes.

Visualizes a Walk

The mental process of creating a visual image of walking through a location or path, often used in memory techniques.