If every "customer contact is referred to as a moment of truth," then each of oments of truth provides you the opportunity to satisfy or even dissatisfy your r $($Bordoloi$,$ p$.142).$ In the service industry, customer satisfaction "can be by comparing perceptions of service received with expectations of service $($Bordoloi$,$ p$.142).$ When your customer's "expectations are exceeded, is perceived to be of exceptional quality" $($Bordoloi$,$ p$.142).$ When your ers "expectations are not met; however, service quality is deemed table" $($Bordoloi$,$ p$.142).$ Therefore, "when expectations are confirmed by ed service, quality is satisfactory" $($Bordoloi$,$ p$.142).$ Please review Figure rceived Service Quality," on p$.142,$ which graphically represents these tions, including word of mouth, personal needs, and past experience. As w r that "quality begins with the design of the service delivery system," exp is will look like in your organization and how you will design it $($Bordolo Thich of these Dimensions of Service Quality will be part of your service How will you measure gaps between "expected service and perceived $($Bordoloi$,$ p$.143).$ What tools, techniques, and$/$or processes will you