Which of the following is the prescription for the perception gap?
A) Ensure the right service processes and specify standards.
B) Ensure that performance meets standards.
C) Learn what customers expect.
D) Tangibilize and communicate the service quality delivered.
E) Ensure that communications promises are realistic.
Correct Answer:
Verified
Q11: Typically the cost of an unhappy customer
Q12: Illustrate what tangibles mean for service quality.
Q13: Because customers are often involved in service
Q14: The perception gap is the difference between
Q15: Accurate performance is an aspect of _.
A)tangibles
B)reliability
C)responsiveness
D)transcendence
E)assurance
Q18: Transactional surveys are typically conducted after customers
Q19: Illustrate what access means for service quality.
Q20: Competence and courtesy are aspects of _.
A)tangibles
B)reliability
C)responsiveness
D)transcendence
E)assurance
Q28: FedEx was one of the first company's
Q38: Which of the following is one of
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