The gap between a customer’s desired service expectation and the adequate service expectation is

Related MCQs

• An imbalance between a consumer's actual and desired state in which recognition that a gap or problem needs resolving is called
• Service organizations often tend to ignore the feeling of customers when they are kept waiting. —The psychology of waiting lines“ is an article written by David Maister with various principles to provide more insights into ‘waiting‘ for both customers as well as service providers. Which of the following is not true about the principlesof waiting?
• The Perceived Service Quality means that the perceived or experienced service is not consistent with the expected service. This gap results in the following: Which one is NOT true?
• The Perceived Service Quality means that the perceived or experienced service is not consistentwith the expected service. This gap results in the following: Which one is NOT true?
• Part of the problem when transforming from full-service to self-service is that businesses tend toforget why customers might prefer using full-service options in the first place. This is consistent withwhich of the following guidelines for increasing customer participation:
• When service is produced via a cooperative effort between customers and service providers, this isreferred to as:
• Customers should be retained by a service business because retained customers (Choose the false statement)
• Which of the following factors does not influence adequate service?
• The ability of the service provider and his employees to use their knowledge and courteous behavior to instill trust and confidence in customers regarding the service is referred to as: -
• When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______.