Examlex
Phong and Mikaela both take part in a research study that is investigating the effects of sleep deprivation on reaction time. Phong is kept awake for 24 hours straight, while Mikaela follows her normal sleep routine. Which group is Phong in?
Service Gaps Model
A framework for identifying and analyzing the discrepancies between customers' expectations of a service and their actual experiences, aiming to improve service quality.
Service Providers
Companies or individuals that offer services to others in exchange for payment.
Delivery Gap
The discrepancy between a company’s service quality specification and the actual service delivered to customers, often leading to customer dissatisfaction.
Communication Gap
A type of service gap; refers to the difference between the actual service provided to customers and the service that the firm’s promotion program promises.
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