Service Quality Is Based on the Gap Between

question 40

Multiple Choice

Service quality is based on the gap between

• A) customer expectation and actual service delivered.
• B) customer expectation and performance quality.
• C) customer expectation and conformance quality.
• D) actual service delivered and the potential service that can be delivered.

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Definitions:

The Grapevine

An informal channel of communication within an organization, characterized by personal, non-official information transmission.

Spreading Rumours

The act of disseminating unverified information or speculation about someone or something, which can impact reputations and relationships.

Cyberloafers

Individuals who waste time on the internet, particularly during work hours, engaging in non-work-related activities.

Better-educated Males

Males who have attained a higher level of educational achievement compared to others.