An imbalance between a consumer's actual and desired state in which recognition that a gap or problem needs resolving is called

Related MCQs

• The gap between a customer’s desired service expectation and the adequate service expectation is
• When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______.
• Part of the problem when transforming from full-service to self-service is that the new proceduresthemselves are flawed and/or difficult to understand. Of the guidelines presented below, which wouldminimize this type of problem from occurring? This is consistent with which of the following guidelines for increasing customer participation:
• The relationship between a company and its customers needs to be mutually rewarding and fulfilling. Which ofthe following is not the four R‘s of rewarding relationships?
• The act of trading a desired product or service to receive something of value in return is known as which key concept in marketing?
• The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
• Which of the following is NOT a factor influencing the delivery gap?
• The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true?
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• Whether to sell via intermediaries or directly to consumers, how many outlets to sell through, and whether to control or cooperate with other channel members are examples of decisions marketers must make about