Type of Analysis That Compares the Differences Between Consumers' Expectations

question 169

Multiple Choice

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.

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Definitions:

Channel Focus

A business approach that emphasizes optimizing and prioritizing marketing and distribution through specific channels to reach the target audience effectively.

Food Retailers

Businesses that sell food directly to consumers, including supermarkets, grocery stores, and specialty food shops.

General Merchandise Retailers

Retail stores that sell a wide variety of products across different categories, often including clothing, home goods, and food items.

Exclusive Distribution

A distribution strategy where a supplier grants the rights to sell its products to only one retailer or a select few within a particular territory.