________ Represents a Formalization of the Measurement of Customer Expectations

question 75

Multiple Choice

________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.

• A) Customer delight
• B) Service encounter
• C) Service quality
• D) Service excellence
• E) Moment of truth

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Definitions:

Assignor

A party who transfers their rights or interests in a contract or property to another party, known as the assignee.

Mirror-Image Rule

A principle in contract law stating that an offer must be accepted exactly without modifications for a valid contract to be formed.

Industry-Specific

Refers to products, services, or standards that are specific to a particular industry or sector.

Restatement of Contracts

A comprehensive compilation of legal principles regarding contract law intended to clarify, modernize, and illustrate current legal practices.