________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.
A) Customer delight
B) Service encounter
C) Service quality
D) Service excellence
E) Moment of truth

Question

Quizplus · Accepted Answer

Service quality is defined as the gap between customer expectations of a service and their perceptions of actual service performance. It is a formal measure that helps organizations to identify areas for improvement and to meet or exceed customer expectations. A, B, D, and E are terms related to service quality, but do not specifically represent the formalization of measuring customer expectations and perceptions.

________ Represents a Formalization of the Measurement of Customer Expectations