The Concept of __________ Refers to the Area Between Customers

question 53

Multiple Choice

The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service.

• A) voice-of-customer programs
• B) empowerment
• C) the zone of tolerance
• D) standards analysis
• E) quality gap analysis

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Definitions:

Expectations

The beliefs or forecasts about what will happen in the future or how someone should behave, which can influence personal and professional decisions and actions.

Negative Affectivity

A personality trait involving the experience of negative emotions and poor self-concept more intensely and frequently.

Low Levels

Refers to stages or positions that are at the bottom or near the bottom of a hierarchical structure or scale.

Life Satisfaction

A measure of how content an individual is with their life as a whole, often used as an indicator of psychological wellbeing.