The Difference Between a Customer's Expectation of Service Quality and What

question 57

Multiple Choice

The difference between a customer's expectation of service quality and what actually occurs is referred to as a/n ________.

• A)augmented service
• B)servicescape
• C)core service
• D)gap
• E)service encounter

---

Definitions:

Lengthy Period

A significantly long duration of time.

Equity Mutual Fund

A type of mutual fund that invests principally in stocks, aiming to provide returns through dividends and capital gains.

Small Investor

An individual who invests limited amounts of money in the stock market or other investment vehicles.

Stock Holdings

The shares owned by an individual or corporation, including stocks in companies or corporations as part of an investment portfolio.