A Person Can Establish Expectations for a Service He or She

question 164

Multiple Choice

A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. However, the actual experience(s) are determined by

• A)the way the organization delivers its service.
• B)the positive reinforcement from friends, family, and peers, after the service was provided.
• C)repeat encounters with the same service provider.
• D)psychological feelings of well-being.
• E)a formal post-purchase evaluation or questionnaire.

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Definitions:

Social

Relating to society or its organization, including interactions and relationships within.

United States Environment Protection Authority

A federal agency tasked with protecting human health and the environment by creating and enforcing regulations based on laws passed by Congress.

Prevention Costs

Expenditures incurred to prevent defects in products or services, including costs related to quality planning, training, and preventive maintenance.

Defects

Imperfections or faults in a product that cause it to deviate from its intended design, reducing its quality and possibly making it unfit for use.