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

question 10

Multiple Choice

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

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

---

Definitions:

Fluid Pressure

The pressure exerted by a fluid at any given point within the fluid, dependent on the depth and density of the fluid.

Eyeball

The organ of vision in the human body, spherical in shape, which captures light and processes it into signals sent to the brain.

Glaucoma

A group of eye conditions that can cause blindness by damaging the optic nerve, usually due to high pressure in the eye.

Liver Cirrhosis

A late stage of scarring (fibrosis) of the liver caused by many forms of liver diseases and conditions, such as hepatitis and chronic alcoholism.