A critical incident is an observable event during a service encounter that contributes in a significant way toward a satisfactory or unsatisfactory service experience.

Question

Quizplus · Accepted Answer

A critical incident is defined as a specific event or encounter during a service experience that leads to a positive or negative customer perception. It is a significant moment that determines the overall level of customer satisfaction. Therefore, the statement is true.

A Critical Incident Is an Observable Event During a Service