In Using a Gap Analysis, the Two Basic Components of a Customer's

question 382

Multiple Choice

In using a gap analysis, the two basic components of a customer's evaluation of a service are

• A)expectations and customer contact.
• B)expectations and experience.
• C)intangibility and inconsistency.
• D)experience and credence.
• E)inconsistency and inseparability.

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Definitions:

Organizational Strengths

The attributes and capabilities that give an organization a competitive edge in the market.

Environmental Opportunities

External factors or situations in the business environment that a company could exploit to its advantage.

Vertical Integration

A growth strategy to expand by acquiring upstream suppliers or downstream distributors.

Suppliers

Businesses or individuals that provide goods or services to another entity under terms specified in a contract.