📢 Too many exams? Don’t know which one suits you best? Book Your Free Expert 👉 call Now!


    Question

    Using a _______________ is often a great way to further

    develop a ______________ between consumer service expectations and actual experience.
    A customer contact audit; gap analysis Correct Answer Incorrect Answer
    B gap analysis; customer contact audit Correct Answer Incorrect Answer
    C goods-service continuum; gap analysis Correct Answer Incorrect Answer
    D customer contact audit; goods-service continuum Correct Answer Incorrect Answer
    E None of these Correct Answer Incorrect Answer

    Solution

    To better understand the service purchasing process, service firms can develop a customer contact audit —a flow chart of the points of interaction between consumer and service provider. Further, adding a gap analysis where there are discrepancies is an excellent way to improve service delivery.

    Practice Next
    ask-question

    Not sure which exam is best for you Talk to our expert

    Get My Free Call