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

question 100

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:

Decentralisation

The distribution of decision-making power away from a central authority within an organization.

Specialised Information

Information that is tailored to meet the specific needs or requirements of a particular domain or profession.

Profit Centre Manager

An individual responsible for a division or segment of an organization whose performance is measured in terms of profitability.

Investment Centre Manager

A manager responsible for a business unit that is judged on its investment, revenue, and cost performance.