Customer _____ Are the Standards for Performance Against Which Service

question 28

Multiple Choice

Customer _____ are the standards for performance against which service experiences are compared.

• A) Perceptions
• B) Expectations
• C) Attitudes
• D) Judgments
• E) Wants

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Definitions:

Agency Relationship

A legal arrangement where one party, the agent, is authorized to act on behalf of another party, the principal, in business transactions.

Undisclosed Principal

A person who is represented by an agent in a transaction but whose identity is not revealed to the third party involved in the transaction.

Breached Contract

A situation where one or more parties to a contract fail to fulfill their obligations as specified in the agreement.

Partnership

A business structure where two or more individuals share ownership, responsibilities, and the profits or losses of the business.