The following identify service gaps except:
A) management knows what is important to the customer.
B) management knows what is important to the customer, but does not translate into service standards.
C) service standards are in place but employees do not practice them.
D) customers are promised a level of service that is not delivered.
E) both A and B.
Correct Answer:
Verified
Q13: All of the following are feelings associated
Q14: The procedural aspects of service consist of:
A)
Q15: What are four ways to determine customer
Q16: Describe four of the eight principles of
Q17: _is a convivial aspect of service and
Q19: Service encounters and purchases are considered _to
Q20: If all for of the service gaps
Q21: Management sets quality service goals by considering
Q22: An accommodating policy standard should be implemented
Q23: Difficult interactions are caused when_ are_ than
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