Which of the Following Statements About Service Encounters Is True

question 53

Multiple Choice

Which of the following statements about service encounters is true?

• A) When a customer has multiple service encounters with a firm,the only important encounter in terms of the customer's perception is the first one
• B) If a customer is interacting with a firm for the first time,that initial encounter will create a first impression of the organization
• C) All encounters are equally important in building customer relationships
• D) A customer will remember only negative service encounters and will forget any and all positive ones
• E) All services have on average about the same number of service encounters

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Definitions:

Account Balances

The amount of money in an account at a specific point in time, reflecting all transactions.

Credits

An accounting entry that either decreases assets or increases liabilities and equity on the company's balance sheet.

Debits

An entry recorded on the left side of a double-entry bookkeeping system that increases asset and expense accounts, and decreases liability, equity, and revenue accounts.

Journal

A chronological record of all the financial transactions of a business, used for the process of accounting.