The Service Quality Gap Is the Difference Between What Customers

question 2

True/False

The service quality gap is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

---

Definitions:

Philanthropic Goodwill

The positive reputation and brand value that an organization gains through its charitable actions and contributions to society.

Market Research

The process of gathering, analyzing, and interpreting information about a market, including potential customers and competitors.

SWOT Analysis

A strategic planning tool that evaluates Strengths, Weaknesses, Opportunities, and Threats of a business or project.

Competitive Analysis

The systematic evaluation of the strengths and weaknesses of current and potential competitors.