Which of the following is NOT a source of desired service and predicted service?
A) Situational factors
B) Explicit service promises
C) Implicit service promises
D) Word-of-mouth communications
E) Past experiences

Question

Quizplus · Accepted Answer

Situational factors are not a direct source of desired or predicted service. Desired service is influenced by factors such as explicit and implicit service promises, word-of-mouth communications, and past experiences, which shape customer expectations. Situational factors, however, can affect the perception of service but are not a direct source of what customers desire or predict in terms of service quality.

Which of the Following Is NOT a Source of Desired