The Two Basic Components of a Customer's Evaluation of a Service

question 60

Multiple Choice

The two basic components of a customer's evaluation of a service are

• A) value and customer contact.
• B) expectations and experience.
• C) intangibility and inconsistency.
• D) performance and credence.
• E) inconsistency and inseparability.

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Definitions:

Aggress

To act with hostility or initiate an attack against others.

Unintentional

Actions or behaviors that occur without deliberate planning or intent.

Sexual Assault

An act in which a person intentionally sexually touches another person without that person's consent, or coerces or physically forces a person to engage in a sexual act against their will.

Cultural Beliefs

Shared values, norms, and practices that are learned from society and guide behavior and perceptions.