Author Question: At the local level, small retail shops deal only with household customers. a. True b. False ... (Read 109 times)

P68T · **on:** Jun 29, 2018

At the local level, small retail shops deal only with household customers.
a. True
b. False
Indicate whether the statement is true or false

Question 2

Which is NOT a major service quality gap that contributes to customer dissatisfaction with the service?
a. The difference between what the customer expects and what management perceives that the customer expects
b. The translation of management perceptions of customer expectations into the design of the service
c. The difference between what the service organization is designed to deliver and the actual service delivered to the customer
d. The difference between the service delivered and the service customer's expectation given its portrayal in various forms of marketing communication.
e. All of these are major contributors to customer dissatisfaction with a service.