To assess service quality, it is necessary to understand both customers' perceptions and their expectations.

Question

BlackTom AI · Accepted Answer

Consider the statement about assessing service quality. 
Option 1: True. The idea behind many service quality frameworks (e.g., SERVQUAL) is that there is a gap between customers’ perceptions of the service they received and their expectations prior to the service. Understanding both perceptions (how they experienced the service) and expectations (what they hoped for) is essential to measure and improve quality. 
Option 2: False. This would suggest that only perceptions matter or only expectations matter, but in practice both elements are necessary to gauge the gap and to identify where expectations exceed or fall short of actual performance. Relying on perceptions alone would ignore what customers anticipated, while relying on expectations alone would not reflect actual delivered performance. 
In summary, a comprehensive assessment of service quality combines how customers perceived the service with what they expected before receiving it, enabling meaningful diagnostics and improvements.

To assess service quality, it is necessary to understand both customers' perceptions and their expectations.

View Explanation

Log in for full answers

Similar Questions

One way for a firm to reduce the Blank ______ gap is to ensure that the sales force does not make promises the firm cannot keep.

McDonald's has a policy that, in addition to ketchup, mustard, and onions, all burgers must have two pickles. This contributes to efforts to reduce the Blank ______ gap and provide measurable service quality based on expectations.

Delivery gaps always result in a service failure.

The marketing metric used to evaluate if a firm is performing on the five service quality dimensions by finding the minimum level of acceptable service is Blank ______.

Lilly went to the Yummy Fork for lunch, and when her food arrived, it was not what she ordered. She later posted a negative comment about the Yummy Fork on a blog. Which one of the five service dimensions was used by Lilly to determine she did not like the service by the Yummy Fork?

Service quality is defined as Blank ______.

When using zone of tolerance marketing metrics, the five scores assigned to service quality dimensions will always total Blank ______.

Alix knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers'________, the difference between what her customers want and what they will accept before going elsewhere.

More Practical Tools for Students Powered by AI Study Helper

Homework AI Solver

Stylized AI Paper Writer

Plagiarism Checker Assistant

Citation AI Academic Writing Tool

In-Class Translation Assistant

AI Note Generator

AI Quiz Answers

Past Exam Questions from University Test Bank

Smart Practice Assistant

Adaptive Practice

Making Your Study Simpler