A person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications, personal needs, past experiences, and promotional activities. Actual experiences, though, are determined by
A) the way the organization delivers its service.
B) the positive reinforcement from friends, family, and peers, after the service was provided.
C) repeat encounters with the same service provider.
D) psychological feelings of well-being.
E) a formal post-purchase evaluation or questionnaire.

Question

Quizplus · Accepted Answer

The actual experiences of a service are determined by how the organization delivers its service, as this directly impacts the customer's perception and satisfaction.

A Person Can Establish Expectations for a Service He or She