The First Law of Service suggests that?
A) Satisfaction = expectation - perception
B) Satisfaction = perception - expectation
C) Perception = satisfaction - expectation
D) Expectation = perception - satisfaction

Question

Quizplus · Accepted Answer

The First Law of Service suggests that customer satisfaction is determined by the gap between their perception of the service received and their expectation of what the service should be. Therefore, the formula for calculating satisfaction is Satisfaction = perception - expectation.

The First Law of Service Suggests That