The Type of Analysis That Compares the Differences Between Consumers

question 212

Multiple Choice

The 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:

Rational Human Beings

Individuals who are capable of thinking logically and making decisions based on reason rather than emotions.

Conscious Perception

Conscious perception is the awareness of one's environment and internal states and processes, including thoughts and feelings, in the present moment.

Experience

The knowledge or skill acquired through involvement in or exposure to events, situations, or activities over time.

Scripts

Cognitive structures that contain knowledge about the sequence of events and behaviors that are appropriate in specific situations.