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Service quality refers to the degree to which a service meets or exceeds the expectations and needs of customers. Unlike product quality, which can often be measured through physical features, service quality is largely based on the customer’s experience, perception, and interaction with the service provider. In Customer Service Management, superior service quality is essential for customer satisfaction, loyalty, positive word-of-mouth, and long-term business success. Customers generally compare the service they expected with the service they actually received. When actual performance meets or exceeds expectations, customers perceive the ___ _____ _________ ___ ______ __________ ________ _________.
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