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

question 71

Multiple Choice

The two basic components of a customer's evaluation of services are:

• A)expectations and customer contact.
• B)expectations and actual experience.
• C)intangibility and inconsistency.
• D)experience and credence.

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Definitions:

Variation

The occurrence of differences among individuals within a population, due to genetic differences and environmental factors, which can lead to biodiversity.

Mutation

Any change in DNA; may include a change in the nucleotide base pairs of a gene, a rearrangement of genes within the chromosomes so that their interactions produce different effects, or a change in the chromosomes themselves.

Clones

Genetically identical organisms, cells, or molecules derived from a single parent entity.

Fertilized Cell

A fertilized cell, or zygote, is the result of the fusion between an egg and a sperm cell, marking the beginning of a new organism's development.