In a gap analysis, a person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. However, the actual experiences are determined by
A)the way the organization delivers its service.
B)the positive reinforcement from friends, family, and peers, after the service was provided.
C)repeat encounters with the same service provider.
D)psychological feelings of well-being.
E)a formal post-purchase evaluation or questionnaire

Question

Quizplus · Accepted Answer

The way the organization delivers its service is what determines the actual experiences of the customer. This is crucial in filling any gap between the customer's expectations and actual experiences.

In a Gap Analysis, a Person Can Establish Expectations for a Service