Examlex
When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:
Q7: _ focuses on the interpersonal treatment received
Q12: When Marcia writes a response to an
Q14: For technology-based service encounters,which of the following
Q19: An ad in a dental journal noted
Q23: The first time Barry brought his car
Q32: Pret a Manger,a London-based sandwich shop,introduced restaurant-quality
Q45: In a _ encounter,both verbal and non-verbal
Q52: Yesterday,Mike went to the dentist for his
Q59: All aspects of the organization's physical facility
Q63: As the flight attendant listened to the