"An Examination of Customer Expectation & Experience of Service Quality" is a specialized book that analyzes customer expectations and experiences in the context of service quality. The book is divided into several chapters that systematically present the research question, the objectives of the study, and the methodology employed. The first chapter explains the background of the research, while the second chapter defines various concepts such as service, service quality, and customer satisfaction. The relevance of established models for measuring service quality, such as SERVQUAL and GAP, is also discussed. The subsequent chapters focus on the applied research strategy and the analysis of the collected data, particularly regarding service quality at Starbucks. The findings of the study provide valuable insights into the discrepancy between customer expectations and their perception of the service quality delivered. The book is aimed at students and professionals in the fields of business and law who wish to develop a deeper understanding of the dynamics of customer expectations and experiences.