________ is a measurement tool that gauges the difference between a customer's expectations of service quality and what actually occurred.

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Quizplus · Accepted Answer

The tool that measures the difference between a customer's expectations and actual service quality is SERVQUAL. SERVQUAL is a method for measuring the perceived quality of service based on five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. It is a widely used tool in customer satisfaction research. The 80/20 rule refers to the idea that 80% of outcomes come from 20% of inputs, and is not relevant to measuring service quality. A SWOT assessment is a strategic planning tool used in business and marketing to identify strengths, weaknesses, opportunities, and threats. A market audit is a comprehensive analysis of a company's marketing and sales efforts. Break-even analysis is a tool used to determine the sales volume required for a business to reach the break-even point.

________ Is a Measurement Tool That Gauges the Difference Between