Which of the following statements about the service encounter is true?
A)The quality of service delivered by a company is only as good as its best employee.
B)The customer plays a minimal role in the quality of the service encounter.
C)An employee's actions,words,and physical appearance do not represent the organization.
D)The quality of information provided by the customer does not affect the quality of the service encounter.
E)The service encounter has a social dimension and a physical dimension.

Question

Quizplus · Accepted Answer

The service encounter has both a social dimension (interaction between the customer and employee) and a physical dimension (physical environment and appearance of the employee). Option A is incorrect as the quality of service is not solely dependent on one employee, but rather the overall service culture of the organization. Option B is also incorrect as the customer's role is significant in the service encounter. Option C is incorrect as employee actions, words, and appearance reflect on the organization. Option D is incorrect as the quality of information provided by the customer can greatly impact the quality of service delivered.

Which of the Following Statements About the Service Encounter Is