Which of the Following Is Used to Measure the Difference

question 41

Multiple Choice

Which of the following is used to measure the difference between a customer's expectations of service quality and what actually occurred?

• A) break-even analysis
• B) SERVQUAL
• C) the critical incident technique
• D) gap analysis
• E) SWOT analysis

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Definitions:

Authors

Individuals who create written works, either fiction or nonfiction, including articles, books, and reports.

Agents

Representatives or intermediaries who act on behalf of others, often in business or professional contexts, to facilitate transactions or communications.

Actors

Individuals who perform in theater, film, television, or other mediums, portraying characters and conveying stories through their performances.

Vocational Guidance

A process of helping individuals understand their skills, interests, and values to make informed educational, career, and employment decisions.