When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______.

Related MCQs

• 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?
• The gap between a customer’s desired service expectation and the adequate service expectation is
• ____________ 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.
• 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:
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• ……….is the difference between customer expectations and perceptions.
• Top firms audit service performance by collecting measurements to probe customer satisfiers and dissatisfiers.
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• Three types of customer expectations can be identified: