Question: In evaluating service quality using the service gap theory, which of the following is true? a. Customers will always have the same expectations of a

In evaluating service quality using the service gap theory, which of the following is true?

a.

Customers will always have the same expectations of a particular service provider.
b.

An indicator of good service quality is when customers perceptions are higher than their expectations.
c.

An indicator of good service quality is when customers expectations are higher than their perceptions.
d.

It is impossible to measure customers perceptions of service quality.

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