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MTK-315 Chapter 6 Question and answers

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Customer Gap The difference between customer expectations and customer perceptions. Customer Satisfaction A form of measurement of service quality where customers indicates their level of satisfaction with the service offering. Empathy Service providers being understanding about the customer's needs and circumstances. Inconsistency Services and service quality are inconsistent because services are created and delivered by the service provider at the time of delivery. Inseparability The consumer cannot distinguish the service provider from the service itself. Intangibility Values or benefits that cannot be seen, heard, smelled, tasted, or to

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