If good service is predicted, the adequate level for that service will be lower.
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Q3: Tangible characteristics that customers can evaluate prior
Q4: A service encounter is a period of
Q11: The key concepts in the pre-purchase stage
Q12: In high-contact services, it is important to
Q13: Everything else being equal, when customers are
Q14: Services with high levels of contact include
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Q17: Back-stage or invisible process becomes important to
Q19: Credence attributes are the characteristics that can
Q20: SERVQUAL is an instrument to measure customer
Q20: Service consumption can be divided into what
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