Service firms are realizing that all__________ aspects of quality must be present for a success__________ program.
A)five; customer-relationship management (CRM)
B)four; customer-experience management (CEM)
C)five; customer-experience management (CEM)
D)four; social-experience management (SEM)

Question

Quizplus · Accepted Answer

The statement mentions "all aspects of quality" which points towards the five dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangibles. The second blank calls for a program that would ensure success, which is provided by customer-experience management (CEM). Choice C is the only option that includes both aspects mentioned in the statement.

Service Firms Are Realizing That All__________ Aspects of Quality Must