The Difference Between Customer Expectations and Customer Perceptions of What

question 5

Multiple Choice

The difference between customer expectations and customer perceptions of what was actually received during the service encounter is referred to as service quality ________.

• A)​Blips
• B)​Bloops
• C)​Breakeven point
• D)​Gaps

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Definitions:

Self-Esteem

An individual's overall subjective emotional evaluation of their own worth, encompassing beliefs and emotions about oneself.

Social Cognitive Framework

A theoretical model that emphasizes the importance of observations, imitations, and reinforcements in learning and developing behaviors.

Career Counseling

A professional service that helps individuals understand their abilities, interests, and challenges to make informed career decisions.

Tenets

Fundamental beliefs or principles that serve as the foundation for a system, theory, or organization.