Which of the Following Are Determinants of Service Quality in a Face-To-Face

question 54

Multiple Choice

Which of the following are determinants of service quality in a face-to-face service encounter?

• A) Verbal behavior of employees
• B) Decor of physical environment
• C) Verbal behavior of customers
• D) Appearance of employees
• E) All of the above

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Definitions:

Monitoring Behaviours

The process of observing and assessing individuals' actions or performance to ensure conformity with standards or expectations.

Extinction Strategies

Methods used to phase out or discontinue products, services, or practices that are no longer beneficial or relevant.

Desirable Behaviour

Actions or reactions of an individual or group that are seen positively by a society or organization, often encouraged to maintain or promote harmony and efficiency.

Positive Reinforcement

The process of encouraging desired behavior by rewarding it, thereby increasing the likelihood of its recurrence.