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

question 104

Multiple Choice

The two basic components of a customer's evaluation of services are:

• A)expectations and actual experience.
• B)experience and credence.
• C)expectations and customer contact.
• D)intangibility and inconsistency.

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Definitions:

Hawthorne Effect

The phenomenon where individuals modify an aspect of their behavior in response to their awareness of being observed.

Weber's Bureaucracy Theory

A theory proposed by Max Weber, focusing on the division of labor, hierarchy, and rules as means to achieve an efficient organization.

Classical Management

An approach to management based on structured hierarchy, clear functions, and an emphasis on planning, organizing, leading, and controlling.

Psychological Failure

A breakdown in psychological functioning, which can impair mental health and emotional well-being.