The process of deciding the cause of a poor service experience or a service failure is
A) attribution theory
B) gap theory
C) service quality evaluation
D) blueprinting
Correct Answer:
Verified
Q183: During the _ of the service purchase
Q184: In evaluating service quality, consumers evaluate
A) technical
Q185: Technical service quality is
A) the outcome of
Q186: Functional service quality is
A) the outcome of
Q187: For a medical service, the _ service
Q189: Research has shown that only one out
Q190: Negative word-of-mouth communication can be harmful to
Q191: If a customer who is satisfied with
Q192: The gap theory measures
A) levels of satisfaction
Q193: In measuring service quality, tangibles refer to
A)
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