Which of the Following Statements About the Service Encounter Is

question 31

Multiple Choice

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

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

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Definitions:

Bargain Purchase Option

An option in a lease agreement that allows the lessee to purchase the leased asset at a price significantly lower than its expected fair market value at the end of the lease term.

Executory Costs

Expenses related to ongoing maintenance and administration of a lease that are neither fixed nor included in the lease payments.

Annual Payments

Yearly amounts paid or received over the term of a financial instrument or agreement.

Lessor

The party in a lease agreement who owns the leased asset and grants the lessee the right to use the asset for a specified term in exchange for payment.