In Measuring Service Quality,the Perception Gap Is the Difference Between

question 17

Multiple Choice

In measuring service quality,the perception gap is the difference between what customers ______.

• A)expect to receive from a service and what they actually receive
• B)expect to pay for a service and what they actually pay
• C)are paid for a service and what it cost the supplier to provide that service
• D)receive from a service and what the government requirements stipulate they should receive

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Definitions:

Transaction

The act of conducting business between two or more parties, often involving the exchange of goods, services, money, or information.

Moral Hazard

A situation in which one party is more likely to take risks because they know that another party bears the consequences or costs of those risks.

Insured Individuals

People covered by insurance policies, protecting them against financial losses from specified risks.

Less Care

A situation or behavior characterized by reduced attention or diligence towards something.