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

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Definitions:

Hypnotized

The state of being under a form of psychological suggestion or trance, often used for therapeutic purposes.

American Medical Association

A professional association for physicians in the United States aimed at promoting the art and science of medicine and the betterment of public health.

Testimony

A formal written or spoken statement, especially one given in a court of law.

Hypnosis

An altered state of consciousness marked by enhanced focus and suggestibility, commonly utilized for healing purposes.