Which of the Following Are Determinants of Service Quality in a Face-To-Face

question 54

Multiple Choice

Which of the following are determinants of service quality in a face-to-face service encounter?

• A) Verbal behavior of employees
• B) Decor of physical environment
• C) Verbal behavior of customers
• D) Appearance of employees
• E) All of the above

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Definitions:

Globalization

The process involving the integration and interdependence of national economies, cultures, and populations brought about by cross-border trade in goods and services, technology, and flows of investment, people, and information.

Individual-level Inequalities

Disparities experienced by individuals in terms of resources, opportunities, and treatment due to their characteristics.

Country-level Inequalities

Disparities in economic, social, and health indicators among countries, often reflecting global patterns of wealth and power.

Neoliberalism

An economic policy model that emphasizes the reduction of state intervention in the economy, free-market capitalism, deregulation, and reduction in government spending on social services.