Which of the Following Statements About the Service Encounter Is

question 3

Multiple Choice

Which of the following statements about the service encounter is true?

• A) The quality of service delivered by a company is only as good as its best employee.
• B) The customer plays a minimal role in the quality of the service encounter.
• C) An employee's actions, words, and physical appearance do not represent the organization.
• D) The quality of information provided by the customer does not affect the quality of the service encounter.
• E) The service encounter has a social contact dimension and a physical dimension.

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Definitions:

Stimulus Intensity

The magnitude or strength of a stimulus, which can affect the perception and response of the sensory system to that stimulus.

Criterion

A standard or principle by which something is judged or recognized.

Noise Level

The intensity of unwanted or disturbing sounds in a particular environment, often measured in decibels.

Subliminal Perception

The processing of information by sensory systems without a person's conscious awareness.