When a Firm Asks Its Customers About a Service Quality

question 51

Multiple Choice

When a firm asks its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:

• A)zone of tolerance.
• B)communication gap.
• C)responsiveness aspect.
• D)delivery gap.
• E)standards gap.

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Definitions:

Conscious Recall

The act of intentionally bringing a specific memory into one's awareness.

Bladder Control

The ability to manage the timing of urination and the maintenance of continence.

Secure Attachments

Emotional bonds characterized by trust and a sense of safety in relationships.

Maturation

The process of development in which an individual or organism grows and changes over time, often achieving a state of full or maximum development.