Customer Satisfaction Can Be Defined by Comparing

question 41

Multiple Choice

Customer satisfaction can be defined by comparing:

• A)predicted service and perceived service.
• B)predicted service and desired service.
• C)desired service and perceived service.
• D)adequate service and perceived service.
• E)expected service and desired service.

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Definitions:

Verbal Communication

The use of spoken or written words to convey messages, information, or emotions.

Interpersonal Skills

Attitudes, qualities, and abilities that influence the level of success and satisfaction achieved in interacting with other people.

Nonverbal Communication

The process of conveying a message without the use of words, through gestures, facial expressions, body language, and other forms of physical behavior.