……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.

Related MCQs

• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• …………… is deference between customer expectations and perception.
• __________ is an overall favourable impression or unfavourable impression based on the early stages of the service encounter.
• ………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view
• ………………..is a tool for simultaneously depicting the service process, the points of customer contact, and the evidence of service from the customer’s point of
• Services that do not meet customer expectations are called
• Services that do not meet customer expectations are called:
• . ……………is the difference between customer expectations and perceptions.
• If a firm is practicing …………… the firm is training and effectively motivating its customer-contract employees and all of the supporting service people to work as a team to provide customer satisfaction