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.

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Definitions:

Capital Budgeting

The process a business undertakes to evaluate potential major projects or investments.

Expansion Projects

Initiatives undertaken by a business to increase its size, scope, or production capacity, often requiring significant investment.

Incremental Revenue

Additional revenue generated from a new product or service or as a result of making changes to an existing operation or strategy.

Subjective Benefits

Advantages perceived on a personal level, often influenced by individual preferences, experiences, or expectations.