The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.
A)Blips
B)Bloops
C)Breakeven point
D)Gaps

Question

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.
A)​Blips
B)​Bloops
C)​Breakeven point
D)​Gaps

Quizplus · Accepted Answer

The difference between customer expectations and perceptions is known as service quality gaps. Option A and B (blips and bloops) are not relevant terms in the context of service quality. Option C (breakeven point) is a term used in finance and accounting to determine the level of sales required to cover fixed and variable costs.

The Difference Between Customer Expectations and Customer Perceptions of What