Customers Usually Do Not Articulate Their Expectations and Hence a Service

question 21

Multiple Choice

Customers usually do not articulate their expectations and hence a service provider finds it difficult to know what the expectations are,let alone know how to meet them.This demonstrates the fact that

• A)customers often provide their own specifications.
• B)customers are often the quality inspectors.
• C)customers are often the cause of service failures.
• D)customers are often the output of a service process.

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