Examlex
Explain the participant-observer continuum.
Service Quality Dimensions
Various aspects or factors through which customers evaluate the quality of a service, including reliability, responsiveness, assurance, empathy, and tangibles.
Responsiveness
The speed and quality of a reaction to inquiries, requests, or changing conditions, often used as a measure of good customer service or system performance.
Service Quality
A measure of how well the service level delivered matches customer expectations.
Gap Analysis
The process of comparing actual performance with potential or desired performance to identify differences, shortcomings, or opportunities for improvement.
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