Service quality is defined in the same way by the service organization and its customers.

Question

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Service quality may be perceived differently by the service organization and its customers. The service organization may focus on factors such as efficiency and cost-effectiveness, while customers may prioritize factors such as responsiveness and personalization of service. It is important for service organizations to assess customer perceptions of service quality and work to meet their expectations.

Service Quality Is Defined in the Same Way by the Service