The Type of Analysis That Compares the Differences Between Consumers

question 212

Multiple Choice

The type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality is referred to as

• A)customer relationship management.
• B)service encounter differential.
• C)gap analysis.
• D)a customer contact audit.
• E)a service audit.

---

Definitions:

Recognition Memory

The ability to recognize previously encountered events, objects, or people.

Recall Memory

A type of long-term memory that involves the ability to access information without being cued, requiring one to actively retrieve and reconstruct information.

Irrational Beliefs

Thoughts or assumptions that are not based on reality or rational thinking, often leading to negative emotional responses.

Treatment Failure

The occurrence when a medical treatment does not achieve the intended outcomes, leading to no improvement or worsening of a condition.