Q. What is the focus of software maintenance in most organizations?

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Q. What are the top five factors that customers consider most important in software quality, according to Stalhane et al. (1997)?

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Q. What is the main reason that services tend to be more heterogeneous than products?

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Q. What does the quality of software maintenance depend on?

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Q. What makes it difficult to control the quality of services?

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Q. What is the product-service continuum used for in service marketing literature?

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Q. Why is it difficult to synchronize supply and demand for services?

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Q. What is the main difference between the production and consumption of products and services?

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Q. Why is it difficult to centralize and mass-produce services?

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Q. What is the product-service continuum?

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Q. Which of the following is an example of a product-service mix?

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Q. Why does the value of software maintenance lie in activities that result in benefits for the customers?

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Q. What is the gap model often used for in service marketing?

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Q. Why may gap 1 arise in software maintenance?

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Q. What is a Service Level Agreement (SLA) used for in software maintenance?

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Q. What is the cause of gap 2 in software maintenance?

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Q. What is the gap model used by service marketeers for?

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Q. Which gap is caused when the expected service as perceived by the service provider differs from the service as expected by the customer?

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Q. What is a Service Level Agreement (SLA)?

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Q. What is the cause of gap 3?

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