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:

Current Liability

Financial obligations a company owes and is expected to pay within a year.

Long-term Liability

A debt or obligation not due within the current accounting year, requiring repayment over a longer period.

Warranty Repairs

Services provided to repair or fix products free of charge under a warranty agreement, considered a contingent liability when the product is sold.

Parts Inventory

The stock of components or parts kept on hand by a company to assemble products or perform service maintenance.