Which of the following service audit question does NOT belong within the external service value component?
A)How does the firm measure value?
B)How is information on customer perceptions of the firm's value shared within the company?
C)Does the firm actively measure the gap between customer expectations and perceptions of services delivered?
D)Is service recovery an active strategy discussed among management and employees?
E)Are employees aware of internal and external customers?

Question

Quizplus · Accepted Answer

The question about whether employees are aware of internal and external customers belongs to the internal service value component, as it concerns the company's internal processes and employee training rather than the customer's perceptions of the company's value.

Which of the Following Service Audit Question Does NOT Belong