Service Quality Is a Measure Of

question 11

Multiple Choice

Service quality is a measure of:

• A)How service perceptions match with customer expectations
• B)How management performance matches with employee expectations
• C)How company performance matches with shareholder expectations
• D)None of the above

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Definitions:

Relational Reactions

Emotional and behavioral responses that arise in the context of relationships, influenced by dynamics, communication, and individual perceptions.

Vicarious Trauma

A form of emotional stress resulting from indirect exposure to traumatic events through close interaction with trauma survivors.

Engaging

The act of capturing interest or involvement, often by being interesting, compelling, or attractive, to gain active participation or attention.

Self-exploration

The reflective process of examining one's own thoughts, emotions, motivations, and behaviors to gain deeper insight and understanding of oneself.