In a Gap Analysis, a Person Can Establish Expectations for a Service

question 84

Multiple Choice

In a gap analysis, a person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. However, the actual experiences are determined by

• A)the way the organization delivers its service.
• B)the positive reinforcement from friends, family, and peers, after the service was provided.
• C)repeat encounters with the same service provider.
• D)psychological feelings of well-being.
• E)a formal post-purchase evaluation or questionnaire

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Definitions:

Centre of Gravity

In operations and logistics, a geographical location determined as the most cost-effective for distributing goods to destinations, minimizing transportation costs.

Recycling Drop-Off

A designated place where individuals can take recyclable materials so that they can be processed and reused.

Tonnage

A measurement of weight commonly used to describe the carrying capacity of ships or the output of mines, often calculated in tons.

Centre-of-Gravity Method

A logistical technique used to find the most cost-effective location for a facility based on minimizing transportation costs, considering the locations of suppliers, production facilities, and markets.