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The Distance Between a Customer's Expectations of a Service and the Perception

question 14

Multiple Choice

The distance between a customer's expectations of a service and the perception of the service actually delivered is called the _____ gap.


Definitions:

Federal Reserve System

The central banking system of the United States, responsible for monetary policy, banking supervision, and financial services.

Policy

A course or principle of action adopted or proposed by an organization or individual.

Board of Governors

A governing body or executive committee that oversees the policy-making, management, and proper conduct of an organization, institution, or central bank.

New York Federal Reserve

One of the 12 Federal Reserve Banks of the United States, it plays a key role in monetary policy, financial supervision, and the payment system.

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