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:

Altruism

The selfless concern for the well-being of others, often manifested in acts of kindness or generosity without expectation of personal gain.

Reciprocity Norm

Social rule emphasizing the expectation to respond in kind to others' actions, fostering cooperation and fairness in human interactions.

Superordinate Goals

Objectives shared and valued by multiple groups, which can help to reduce conflict by aligning interests and encouraging cooperation.

Hutu Militia

Ethnic-based groups in Rwanda, notable for their leading role in the 1994 genocide against the Tutsi population.