Asked by
Arslan Salikhov
on Dec 15, 2024
Verified
The type of analysis that compares the differences between consumers' expectations about a service and their experience with it is referred to as
A) customer relationship management.
B) service encounter differential.
C) gap analysis.
D) a customer contact audit.
E) a service audit.
Gap Analysis
A method of assessing the differences between actual performance and potential or desired performance in an organization, often used to identify areas for improvement.
- Acknowledge the importance and procedures for determining service quality expectations.
- Understand the role of consumer feedback in service quality improvement.
Verified Answer
SD
Learning Objectives
- Acknowledge the importance and procedures for determining service quality expectations.
- Understand the role of consumer feedback in service quality improvement.
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