When Customers Have Been Surprised by a Service Outcome That

question 64

Multiple Choice

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

• A) Blame states
• B) Fairness assessments
• C) Perceived disadvantages
• D) Service advantages
• E) Service attributions

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Definitions:

Canon Of Representation

Established norms or standards in art and literature that dictate how subjects are depicted, often based on cultural, religious, or social values.

Frescoes

A method of mural painting executed upon freshly laid lime plaster, allowing the paint to become an integral part of the wall.

Tomb Of Nebamun

An ancient Egyptian tomb famous for its wall paintings that depict Nebamun, an 18th Dynasty nobleman, enjoying his life and afterlife.

Painted Relief

A type of relief artwork where the sculpted or raised portions are painted, adding color and further detail to the carved design.