___________ is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.

Question

Quizplus · Accepted Answer

Service quality is the concept that revolves around the idea that customer expectations prior to a service encounter significantly influence their perception of the actual service they receive. It emphasizes the importance of meeting or exceeding these expectations to achieve high customer satisfaction.

___________ Is Based on the Idea That Customer Expectations of the Service