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Figure 52.9
-Which of the following statements about the graphs in Figure 52.9 is false?
Service Quality
The measure of how well a delivered service matches customer expectations, reflecting the discrepancy between perceived service and expected service.
Assurance
Confidence or guarantee in the quality or performance of a product, service, or outcome.
Service Quality
Pertains to the degree of excellence of a service as perceived by customers, often evaluated based on expectations vs. performance.
Communication Gap
A situation where a misunderstanding or lack of clarity occurs due to differences in communication styles, language barriers, or misinterpretation of messages.
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