Services that do not meet customer expectations are called:
A)service failures.
B)critical incidents.
C)servuction failures.
D)service recoveries.
E)instrumental complaints.

Question

Quizplus · Accepted Answer

Service failures refer to situations where the service provided does not meet customer expectations or requirements. Critical incidents, servuction failures, service recoveries, and instrumental complaints are all related to service failures but refer to specific aspects or stages of the service encounter.

Services That Do Not Meet Customer Expectations Are Called