Hospitality Deep Dive Academy. #hospitalitydd
Good 2 Know:
? Perceived service quality.
Perception of quality in service is determined by comparison of customers’ own expectations with the services given.
According to Lewis and Boom (1983), service quality is a measure of how well
the service level delivered matches customer expectations.
Delivering quality service means conforming to customer expectations on a consistent basis (Parasuraman, et al., 1985:42)
Got it? If not let me know.
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