Tina, a waitress at the riverfront grill, is angry that a customer complained that his soup was cold because of her slow service. riverfront owner max griffin reminds her that she must focus on service quality as defined by

This is characterized and defined by costumer perception. Basically, costumer perception is the attitude and the perception, how the costumer sees your company. This can be influenced by many factors such as advertisement and quality of service.  This is important in retaining and attracting customers.