In a __________ encounter,both verbal and non-verbal behaviors are determinants of quality,as are tangible cues such as employee appearance and informational brochures.

Question

Quizplus · Accepted Answer

In a face-to-face encounter, both verbal and non-verbal behaviors are determinants of quality, and tangible cues such as employee appearance and informational brochures also play a role in the customer's perception of service quality. Public, personal, symbiotic, and customer-controlled encounters may not involve direct interaction where both verbal and non-verbal behaviors are as important.

In a __________ Encounter,both Verbal and Non-Verbal Behaviors Are Determinants