Three types of customer expectations can be identified:

Related MCQs

• Three types of customer expectations can be identified:
• When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______.
• ……….is the difference between customer expectations and perceptions.
• ____________ 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 view.
• Efforts to transform customers into partial employees should not be interpreted as the firm’sway of distancing itself from the customer. This is consistent with which of the followingguidelines for increasing customer participation:
• A customer comes to a restaurant and demands a table facing the street which is alreadyoccupied for the evening. The Floor Manager’s ability to deal with the customer is anexample of the restaurant’s ability in:
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• Services can be meaningfully analysed by using a five-category classification scheme including type of market, degree of labour-intensiveness, degree of customer contact, skill of service provider, and
• Which linkage within The Service Triangle reflects the ease with which a customer uses a bank's ATM?
• Which of the following scenarios is likely to lead to the highest levels of customer dissatisfaction?