SEM Is Used When ____

question 38

Multiple Choice

SEM is used when ____.

• A)explanation is just as important as prediction
• B)explanation is more important than prediction
• C)explanation is not important
• D)explanation is less important than prediction

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Definitions:

Service Quality Dimensions

Refers to the various factors that customers consider when evaluating the quality of a service, typically including tangibles, reliability, responsiveness, assurance, and empathy.

Service Failure

Occurs when a service does not meet the customer's expectations, often leading to dissatisfaction.

Service Recovery

Service recovery involves a company's response to a service failure, aiming to address the issue and restore customer satisfaction.

Distributive Fairness

The perceived fairness of the outcomes of a decision-making process, including the allocation of resources or rewards among stakeholders.