Which of the following statements does NOT help to close the gaps? * a. Service must reflect customer expectations b. Give information on product research and feedback on operations to customers c. educate customers to see the reality of service delivery d. Unlearn perceptions and interpretation of service delivery
Which of the following statements does NOT help to close the gaps? * a. Service must reflect customer expectations b. Give information on product research and feedback on operations to customers c. educate customers to see the reality of service delivery d. Unlearn perceptions and interpretation of service delivery
Principles Of Marketing
17th Edition
ISBN:9780134492513
Author:Kotler, Philip, Armstrong, Gary (gary M.)
Publisher:Kotler, Philip, Armstrong, Gary (gary M.)
Chapter1: Marketing: Creating Customer Value And Engagement
Section: Chapter Questions
Problem 1.1DQ
Related questions
Question
Which of the following statements does NOT help to close the gaps? *
a. Service must reflect customer expectations
b. Give information on product research and feedback on operations to customers
c. educate customers to see the reality of service delivery
d. Unlearn perceptions and interpretation of service delivery
2. Displaying performance on the firm's quality standards through surveys and customer advisory panels are examples of ___ of service quality *
a. hard measures
b. soft measures
c. control chart metric
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