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:

Gestalt Psychologists

Psychologists who focus on how people interpret and perceive wholes out of the pieces of information available to them.

Sensory Stimulation

Input to one or more of the senses, which can affect a person's physical and emotional state or their level of awareness.

Genetic Components

The elements of an organism's genetic makeup, including genes and DNA sequences, that determine inherited characteristics.

Sensitivity

The quality of being responsive or susceptible to environmental changes or to the feelings of others; a capacity for noticing and responding to stimuli or emotional cues.