The Model of Service-Quality Expectations Is Based on the Premise

question 29

Essay

The model of service-quality expectations is based on the premise that customer perceptions and expectations of service quality change over time, but at any one point in time are a function of prior expectations of what will and what should happen during the service encounter, as well as the actual service delivered during the last contact. The researchers' empirically tested model contends that the two different types of expectations have opposing effects on perceptions of service quality. List these two models.

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Definitions:

Primary Volt-Amps

A measurement of apparent power in an electrical system, primarily used in AC circuits, representing the product of primary voltage and current.

Load Connected

Refers to an electrical component or device that is connected to a circuit and draws power from it.

Secondary

Refers to the output side of a transformer that receives energy from the primary winding and delivers it to the load.

Turns Ratio

The ratio of the number of turns in the primary winding to the number of turns in the secondary winding of a transformer, which determines the voltage transformation.