What is the model proposed by Zeithaml, Berry and Parasuraman (2000) for quality management in services? a) The model is based on identifying each...
What is the model proposed by Zeithaml, Berry and Parasuraman (2000) for quality management in services?
a) The model is based on identifying each moment of truth and defining evaluation criteria for each area of the service provider company.
b) The model is based on five gaps in service quality and their causes.
c) The model is based on the sequence of moments of truth that a customer experiences to satisfy a need.
d) The model is based on identifying critical moments of truth and defining evaluation criteria for each area of the service provider company.
a) The model is based on identifying each moment of truth and defining evaluation criteria for each area of the service provider company.
b) The model is based on five gaps in service quality and their causes.
c) The model is based on the sequence of moments of truth that a customer experiences to satisfy a need.
d) The model is based on identifying critical moments of truth and defining evaluation criteria for each area of the service provider company.
💡 1 Resposta
Ed 
O modelo proposto por Zeithaml, Berry e Parasuraman (2000) para gestão da qualidade em serviços é baseado na identificação dos momentos da verdade críticos e na definição de critérios de avaliação para cada área da empresa prestadora de serviços. A alternativa correta é a letra D.
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