Is a talent or quality which is unusually good and so surpasses ordinary standards. It is also an aimed for standard of performance – L&M Dealer Solutions.
Involves a comparison of expectations with performance. According to Lewis and Booms (1983) service quality is a measure of how well a delivered service matches the customers expectations – L&M Dealer Solutions.
Refers to the creation of better or more effective products, processes, services, or ideas that affect markets and society. It signifies a positive change compared to incremental changes – L&M Dealer Solutions.