The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.
Correct Answer:
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Q3: The standards gap is the difference between
Q3: Control charts offer a simple method of
Q5: Which of the following is one of
Q6: Which of the following is NOT one
Q8: Which of the following is NOT a
Q9: The _ is the difference between what
Q14: Making service processes more efficient results in
Q15: Hard measures are those that cannot be
Q15: The _ is the difference between what
Q16: Organizations that are known for excellent service
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