Question: Customer satisfaction can be managed by changes to service delivery, but also to some extent by influencing customers perceptions and expectations of service delivery (Johnson

Customer satisfaction can be managed by changes to service delivery, but also to some extent by influencing customers perceptions and expectations of service delivery (Johnson et al., 2022, pp. 166). Critically evaluate how operations managers can A) evaluate and B) influence customer perceptions of service quality. Support your answer with examples.

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