Services that do not meet customer expectations are called:

A. service failures

B. critical incidents

C. Servuction failures

D. service recovery

Answer: Option A

Solution(By Examveda Team)

Services that do not meet customer expectations are called service failures. A service failure, simply defined, is service performance that fails to meet a customer s expectations. Typically, when a service failure occurs, a customer will expect to be compensated for the inconvenience in the form of any combination of refunds, credits, discounts or apologies.

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