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:

Physical/Acoustical Properties

relate to the characteristics of sound or sound waves, including frequency, amplitude, and velocity, which determine how sounds are produced, transmitted, and perceived.

Attention Hypothesis

is the theory suggesting that the focus and allocation of cognitive resources towards certain stimuli or tasks influence perception and information processing.

Automatization

the process through which tasks become automatic after extensive practice, requiring less cognitive effort.

Attentional Learning

The process by which learning occurs as a function of where and how an individual focuses their attention.