quiz

Quiz 1

Please provide a complete response to each question, BUT no response should require more than 5 sentences.

1. Describe the relationship between Total Quality Management (TQM) and service delivery.

2. Name a Stage in consumer decision-making and your rationale of what makes it important to the quality of service delivery.

3. What is the “Provider Gap” and how does it impact customer experience?

4. What is the relationship between customer expectations and the “zone of tolerance?”

5. Make an argument for the most powerful factor that influences customer satisfaction.