When Forming Customer Expectations,the Firm's Physical Facility Acts as A(n)

question 2

Multiple Choice

When forming customer expectations,the firm's physical facility acts as a(n) :

• A)enduring service intensifier.
• B)transitory service intensifier.
• C)explicit service promise.
• D)implicit service promise.
• E)situational factor.

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Definitions:

Skill-Based Outcome

The result or achievement that demonstrates the application or improvement of specific skills.

Competencies Acquisition

The process of gaining or developing skills, knowledge, or abilities necessary for effective performance in a job or task.

Personally Accountable

Taking responsibility for one's actions and their outcomes without blaming others.

Six Sigma

A set of techniques and tools for process improvement aimed at reducing defects and improving quality, originally developed by Motorola in 1986.