Service quality can be thought of as the overall goodness or badness of a service provided.
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Q3: Equity theory proposes that consumers are satisfied
Q10: Expectations about what a consumer thinks will
Q18: Expectations are pre-consumption beliefs concerning what will
Q23: Equitable expectations are expectations of what a
Q27: If performance perceptions exactly match what was
Q29: Ideal expectations are expectations about what a
Q31: When expectations lack a strong degree of
Q33: Service quality is often discussed as the
Q36: The tendency for expectations to guide performance
Q37: When a consumer has no previous experience
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