UNIT-III

3. Your most unhappy ........is your greatest source of learning-Bill Gates.
6. In USA hotels are rated from 1 to 5 ........
8. SQM is a measure of how ......... and services supplied by a company meets and surpasses consumer expectation.
10. Park ....... – New York has earned 5 diamond rating.
11. First word of CMMI.
12. Gap 1 is between consumer......... and management perception.
13. Service ....... is a special type of flowcharting for service operations
15. One dimension of service quality.
18. Gap 4 is between service ...... and external communication
19. CMMI uses .... levels to describe the maturity of the organization.

1. ..... diamond rating = budget oriented
2. .......is ability to be approachable.
4. Gap 2 is between ........ perception and service quality specification
5. Five diamond rating = Ultimate.........
6. Burj Al Arab in ...... is 7 star hotel.
7. Fifth level of CMMI.
9. The Gaps Model was proposed by .......,Valarie Zeithaml and LL Berry in 1985 in the Journal Of Marketing.
14. Service quality model.
16. The Sequential ....... Technique.
17. Gap 5 is between expected ........ and experienced ......
19. Method analysis is performed by using ...... process charts.