Before the firm can close the service gap, it must close or attempt to narrow how many other gaps?
a. One
b. Two
c. Three
d. Four
Question 2Compare and contrast focus and nominal groups
Question 3Experts may base category membership on ____, whereas nonexperts may base category membership on ____.
a. benefits / attributes or similarity in appearance
b. attributes or similarity in appearance / benefits
c. attributes or similarity in appearance / recall
d. attributes or similarity in appearance / goals
e. recall / goals
Question 4What is service quality?
a. A short-term, transaction-specific measurement of a firm.
b. A consistent set of satisfying experiences.
c. An attitude formed by a long-term overall evaluation of a firm's performance.
d. A specific goal or program that can be achieved
Question 5The success of the case analysis approach depends upon the researcher's ability to ______________ the diverse
mass of information that is collected across cases.
Fill in the blank(s) with correct word
Question 6All of the following might be variations in knowledge content and structure across cultures except that
a. differences may exist in the nature and strength of associations linked to a concept.
b. category prototypes and members may vary across cultures.
c. cultural groups may vary considerably in what they regard as relevant category members.
d. different cultures may have different goal-derived categories.
e. response rates may vary across cultures.
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