type of analysis that compares the differences between consumers' expectations about a service and their experience with it based on dimensions of service quality is referred to as
A) customer relationship management.
B) service encounter differential.
C) gap analysis.
D) a customer contact audit.
E) a service audit.

Question

Quizplus · Accepted Answer

This type of analysis is known as gap analysis, which identifies the gaps or differences between customers' expectations and their actual experience with a service based on dimensions of service quality. Customer relationship management (A) focuses on building and maintaining long-term relationships with customers, while a service encounter differential (B) is not a commonly used term in service marketing. A customer contact audit (D) involves evaluating the frequency and quality of customer interactions across different touchpoints, while a service audit (E) assesses the overall quality and performance of a service through a systematic review of all aspects of the service experience.

Type of Analysis That Compares the Differences Between Consumers' Expectations