This is a measure of the extent to which a service experience exceeds customers' expectations:

Question

Quizplus · Accepted Answer

Service quality refers to how well a service meets or exceeds customer expectations. Therefore, if the service experience exceeds customers' expectations, it can be considered as high service quality. Service satisfaction, service failure, and service encounter do not necessarily capture the extent to which the service experience exceeds customers' expectations.

This Is a Measure of the Extent to Which a Service