Which of the Following Statements About Service Encounters Is True

question 53

Multiple Choice

Which of the following statements about service encounters is true?

• A) When a customer has multiple service encounters with a firm,the only important encounter in terms of the customer's perception is the first one
• B) If a customer is interacting with a firm for the first time,that initial encounter will create a first impression of the organization
• C) All encounters are equally important in building customer relationships
• D) A customer will remember only negative service encounters and will forget any and all positive ones
• E) All services have on average about the same number of service encounters

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Definitions:

Social Rejection

The experience of being excluded or dismissed by individuals or a group, which can lead to feelings of loneliness, sadness, or low self-esteem.

Chronic Depression

A prolonged state of depression, also known as dysthymia or persistent depressive disorder, characterized by a persistent low mood and other symptoms lasting for two years or more.

Compulsive Fretting

An uncontrollable and persistent worry about minor or major concerns often leading to stress and anxiety.

Overthinking

The process of thinking about something too much or for too long, often leading to unnecessary worry or anxiety.