Provision of 'desired service' increases satisfaction but, in the long run, customers may become used to it and consider it 'expected service'.

Question

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Over time, what was once considered a desired or exceptional service may become the norm, and customers may come to expect it as a basic level of service. This phenomenon is known as the "service level creep" and must be continually monitored and adjusted to maintain customer satisfaction.

Provision of 'Desired Service' Increases Satisfaction But, in the Long