The Model of Service-Quality Expectations Is Based on the Premise

question 29

Essay

The model of service-quality expectations is based on the premise that customer perceptions and expectations of service quality change over time, but at any one point in time are a function of prior expectations of what will and what should happen during the service encounter, as well as the actual service delivered during the last contact. The researchers' empirically tested model contends that the two different types of expectations have opposing effects on perceptions of service quality. List these two models.

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Definitions:

Doctrine of Necessaries

Legal principle holding a spouse responsible for providing the necessary expenses of the family, like food, shelter, and medical care.

Disaffirm

The legal act of rejecting or voiding a contract or agreement, especially by a party who was not at full capacity when the agreement was made.

Property

Refers to legally recognized ownership of resources such as land, buildings, goods, or intellectual property.

Understand

The ability to grasp the meaning, significance, or nature of something.