In a Service Offering,managing Intangible Quality Characteristics Is More Difficult,because

question 30

Multiple Choice

In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on:

• A)convenience of the customer.
• B)employee performance and behavior.
• C)unwritten guidelines based on past experiences.
• D)mutual understanding between the customer and the employee.

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Definitions:

Customer Satisfaction

An assessment of the degree to which a company's products or services exceed or fulfill the anticipations of the consumer.

Financial Value

The monetary worth or importance of an asset, investment, or transaction determined through market dynamics or financial assessment.

Customer Retention

The strategies and actions companies take to prevent customers from switching to a competitor and to encourage repeated business.

Buying Experience

The overall experience and satisfaction a customer undergoes while purchasing a product or service, impacting loyalty and repeat purchases.