If a hospital that measured the service quality of its physician care in terms of the total number of people who were attended to—even if patients appeared to want more individualized care—what would the hospital be exhibiting a gap between?
a. the service quality specifications and the service that is actually provided
b. what customers want and what management thinks customers want
c. the service customers receive and the service they want
d. what the company provides and what the customer is told it provides
Ans: c. the service customers receive and the service they want
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Which of the following data collection modes allows for recruitment and training to be conducted at a central location, monitoring of the actual interviews by a supervisor, checking of completed interviews "on the spot," and control of interviewers' schedules?
A) drop-off survey B) CATI or CAPS C) central location telephone interviewing D) traditional telephone interviewing E) central location mall intercepts
The evaluation stage for a product is longer for an impulse purchase than it is for a shopping product
Indicate whether the statement is true or false