___________ Represents a Formalization of the Measurement of Customer Expectations

question 29

Multiple Choice

___________ represents a formalization of the measurement of customer expectations of a service compared to perceptions of actual service performance.

• A)Customer delight
• B)Service encounter
• C)Service quality
• D)Service excellence
• E)All of these

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Definitions:

Attractive Babies

Infants perceived as physically appealing, often eliciting positive social responses and caretaking behaviors from others.

More Attention

The concept that certain stimuli or individuals gain increased focus from others due to their inherent qualities or the context in which they are presented.

Gain-Loss Theory

A theory of attraction which posits that liking is highest for others when they increase their positivity toward you over time.

Positivity

An outlook or disposition characterized by optimism, hope, and a focus on good aspects of a situation.