________ Measures the Gaps Between Customers' Expectations of Services and Their

question 56

Multiple Choice

________ measures the gaps between customers' expectations of services and their perceptions of the actual service delivered.

• A) Reference price
• B) The SERVQUAL scale
• C) The Service Index
• D) Brand image
• E) The Tangibility Index

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Definitions:

Illnesses

Health conditions characterized by the impairment of an individual's normal physiological function.

Acid Rain

Precipitation that is significantly more acidic than normal, caused by emissions of sulfur dioxide and nitrogen oxide from industrial activities, which can damage forests, lakes, and buildings.

Global Warming

The gradual increase in the Earth's surface temperature, attributed largely to the greenhouse gas emissions from human activities.

Sustainability

The practice of maintaining processes or states in a manner that avoids the depletion of natural resources, ensuring long-term environmental balance.