Using a__________ is often a great way to further develop a__________ Between
Consumer service expectations and actual experience.
A)customer contact audit; goods-service continuum
B)gap analysis; customer contact audit
C)customer contact audit; gap analysis
D)goods-service continuum; gap analysis

Question

Quizplus · Accepted Answer

A customer contact audit involves analyzing all points of contact between the customer and the organization, while gap analysis involves identifying gaps between customer expectations and actual experiences. Therefore, using a customer contact audit can help identify the specific areas where gaps exist, making it a great way to further develop the gap analysis. The goods-service continuum is not directly related to measuring customer service expectations and experiences.

Using A__________ Is Often a Great Way to Further Develop