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

Related MCQs

• When a firm’s service quality specification does not match with customer expectations the gap between the two is known as ______.
• Three types of customer expectations can be identified:
• Three types of customer expectations can be identified:
• ____________ 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.
• 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:
• With respect to consumer behaviour, the function of one's perceptions, learning and memory processes is to:
• 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:
• In the service system, customers may specify their needs and expectations to the service provider. Such specifications are called
• The necessary interaction between service provider and customer that allows a service to be delivered is called
• The gap between a customer’s desired service expectation and the adequate service expectation is