Customer Satisfaction Can Be Measured in Terms of the Gaps

question 192

True/False

Customer satisfaction can be measured in terms of the gaps between what customers expect and what they perceive they have received.

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Definitions:

Elisabeth Kübler-Ross

A psychiatrist known for her theory of the five stages of grief and loss.

Separation Distress

Emotional discomfort or pain experienced by an individual due to separation from a significant other or familiar environment.

Whole Brain Death

Cessation of activity of the cerebral cortex and brain stem.

Cerebral Cortex

The outer layer of the brain's cerebrum, playing a key role in memory, attention, perception, cognition, awareness, and thought.