COMPLETION QUESTIONS Customer Loyalty

question 15

Essay

COMPLETION QUESTIONS
Customer Loyalty
Customer Delight
Perceived Service Quality
Service Delivery Link
Customer Satisfaction Link
Customer-Provider Link
Search
Experience
Credence
SERVQUAL
Zone of Tolerance
Service Guarantee
-__________ is a scale designed to measure customer perceptions of service quality along five key dimensions.

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Definitions:

Uncertainty

The state of being unsure or having doubts, often marked by a lack of definite knowledge, information, or conclusions.

Negative Stereotypes

Overgeneralized and unfavorable beliefs about a group that do not consider individual differences within the group.

Social Identity Theory

A psychological theory proposing that people derive part of their identity from the social groups to which they belong, influencing their behavior and attitudes.

System Justification Theory

A theory suggesting that people have a psychological tendency to defend, uphold, and justify the status quo, even at the expense of personal or group interest.