The Basis of the Gap Model of Service Quality Is

question 61

Multiple Choice

The basis of the Gap model of Service Quality is the ________.

• A) examination of the differences between the objectives of management and employees
• B) elimination of gap between an organization's and its employees' perceptions of the customer experience
• C) recognition of suitable techniques for resource management to achieve better service quality
• D) identification and measurement of differences in five key areas of the service delivery process
• E) improvisation of the face-to-face time between customer and service provider, often called the moment of truth

Explain the concept and applications of the Kano model in product development.

Distinguish between different types of new products and their development strategies.

Understand the challenges and strategies of idea generation and selection.

Analyze the financial considerations involved in the new product development process.

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Definitions:

Annual Rate

Typically refers to the interest rate for a whole year, often applied in terms of loans, investments, or savings.

Invests

The act of allocating resources, usually money, with the expectation of generating an income or profit.

Present Value

The present value of a sum of money or sequence of cash flows expected in the future, calculated using a certain rate of return.

Discounting

A financial process of determining the present value of a payment or a series of payments that will be made in the future.