Mean Service Metrics: Biased Quality Judgment and the Customer–Server Quality Gap

• Robert J. Batt

  Corresponding Author

  Robert J. Batt

  [email protected]

  https://orcid.org/0000-0001-6626-7347

  Wisconsin School of Business, University of Wisconsin–Madison, Madison, Wisconsin 53706

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• Jordan D. Tong

  Corresponding Author

  Jordan D. Tong

  [email protected]

  https://orcid.org/0000-0002-1962-058X

  Wisconsin School of Business, University of Wisconsin-Madison, Madison, Wisconsin 53706

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