two basic components of a customer's evaluation of a service are
A) expectations and customer contact.
B) expectations and experience.
C) intangibility and inconsistency.
D) experience and credence.
E) inconsistency and inseparability.

Question

Quizplus · Accepted Answer

Expectations and experience are the two basic components of a customer's evaluation of a service. Expectations are the customer's preconceived notions about the service, while experience is what the customer actually encounters during the service encounter. The closer the experience is to the customer's expectations, the more satisfied they will be with the service.

Two Basic Components of a Customer's Evaluation of a Service