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When the Delivery of a Service Fails to Meet Customers

question 38

Multiple Choice

When the delivery of a service fails to meet customers' expectations, a ________ gap exists.


Definitions:

Appraisal

The process of evaluating the significance of a person, place, thing, or situation and determining its relevance to one's well-being.

Amae

A Japanese concept referring to an individual's ability to depend on another's benevolence, often seen as a desirable trait in relationships within Japanese culture.

Anatta

Anatta is a Buddhist concept referring to the doctrine of "not-self", the notion that there is no unchanging, permanent self, soul, or essence in living beings.

Anicca

The Buddhist concept of impermanence, indicating that all conditioned phenomena are transient, in constant flux and subject to ending.

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