Examlex
The chain of command in a large organization is as follows:
Services Gap
The discrepancy between customers’ expectations of service quality and their actual experiences.
Service Expectations
The preconceived notions or standards that customers have regarding the levels of service they should receive.
Perishability
A characteristic of a service.
Service Quality Dimensions
Aspects used to evaluate the quality of service, including reliability, responsiveness, empathy, assurance, and tangibles.
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