Customers' perceptions of how well a service meets or exceeds their expectations is referred to as:
A)the service gap.
B)the service recovery.
C)the service quality.
D)distributive fairness.
E)procedural fairness.

Question

Quizplus · Accepted Answer

Service quality is the customers' overall evaluation of how well a service meets or exceeds their expectations. The service gap refers to the difference between customers' expectations and their perception of the service they received, while service recovery refers to the actions a company takes to address a service failure. Distributive and procedural fairness relate to the perceived fairness of outcomes and the process used to reach those outcomes, respectively.

Customers' Perceptions of How Well a Service Meets or Exceeds