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 contact dimension and a physical dimension.

Question

Quizplus · Accepted Answer

The statement that is true about the service encounter is that it has a social contact dimension and a physical dimension. This means that the interaction between the customer and the employee has both a social aspect, such as communication and friendliness, and a physical aspect, such as the environment and tangible cues. The other statements are false. The quality of service delivered is dependent on all employees, not just the best one. The customer's role in the service encounter can greatly impact the quality of service. An employee's actions and appearance do represent the organization. The quality of information provided by the customer can affect the service encounter.

Which of the Following Statements About the Service Encounter Is