The Service Quality Is the Difference Between What Customers Expect

question 4

True/False

The service quality is the difference between what customers expect to receive and their perceptions of the service that is actually delivered.

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Definitions:

Control Processes

Psychological methods by which individuals apply their cognitive resources to achieve specific goals, often involving aspects of attention, memory, and problem-solving.

Neurotransmitters

Chemicals in the nervous system that transmit signals from one neuron to another across synapses.

Hemispheres

Refers to the two halves of the brain or Earth, where each serves distinct functions: for the brain, the left and right hemispheres; for Earth, the Northern and Southern hemispheres.

Inhibition

The act of restraining, preventing, or hindering a process, action, or expression, often in psychological or physiological contexts.