Services can be judged on customer importance and company performance.________ is used to rate the various elements of the service bundle and identify what actions are required.

Question

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Importance-performance analysis (IPA) is used to rate the various elements of the service bundle and identify what actions are required. It involves creating a two-dimensional matrix with customer importance on one axis and company performance on the other. The various elements of the service bundle are then plotted on this matrix, allowing the company to identify areas where performance needs improvement in relation to customer importance.

Services Can Be Judged on Customer Importance and Company Performance