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:

Serial Position Effect

A phenomenon in memory that suggests people tend to recall the first and last items in a series best, and the middle items worst.

Recall Best

The tendency to remember and bring to mind the most significant or vivid memories more easily than others.

List

A sequence or collection of items, often enumerated or laid out in order, which can be written or verbal.

Mood-congruent Memory

The tendency of an individual to recall memories that are consistent with their current mood.