difference between customer expectations for service quality and management perc
ID: 344023 • Letter: D
Question
difference between customer expectations for service quality and management perceptions of 11. The customer expectations is called the: a. standards gap b. knowledge gap c. communication gap d. delivery gap 12. In thinking about your answer to #11, which of the following would be used to help narrow that gap? a. empowering employees b. technology c. market research d. training employees service provider may provide discounts at off-peak times (such as reduced ticket prices for a 10am 13. A movie) because of which factor that differentiates services from products? because the cake he ordered from a local bakery for his mom's birthday was the wrong 14. Alex is upset flavor. The bakery owner offered to give him a small discount off the price of the cake, but he still didn't think it was a fair solution for the mistake they made. Alex is upset about the fairness. 15. Griffin's mom is frustrated because he made some in-app purchases on his iPad using her credit card. The money was refunded to her card, but she had to have an online chat with Apple support and then call and speak to a manager before they agreed to refund her card. Griffin's mom is upset about the fairness. 16. A commitment to service quality, or a top-down mentality, can help reduce the difference between the firm's perceptions of customers' expectations and the service standards it sets. This is also known as the: a. standards gap b. knowledge gap c. communication gap d. delivery gapExplanation / Answer
Answer:
11.b.Knowledge gap
Explanation:
The gap between customer expectations and management perception
12.c.Market research
Explanation:
Market research helps to know the customer needs and produce products according to their expectations
16.a.standards gap
Explanation:
Gap between the customers perception on expectations and the standards that are set for production and services
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