. ……………is the difference between customer expectations and perceptions.

Related MCQs

• 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.
• “All human actors who play a part in service delivery and thus influence the buyer’s perceptions: namely, the firm’s personnel, the customer and other customers in the service environment.”
• ……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.
• Services that do not meet customer expectations are called
• Services that do not meet customer expectations are called:
• 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
• Successfulservice companies focus their attention on both their customer and their employees. They understand ……………, which links service firm profits with employee and customer satisfaction.
• __________ is the study of the use of physical evidence to create service environments and their influence on the perceptions and behaviours of individuals
• ………….. 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