A customer attempted to pay his bill with his American Express credit card;however,the service firm did not accept American Express.Which of the following components of the servuction model negatively influenced the customer's experience?
A)servicescape
B)organization and systems
C)other customers
D)contact personnel
E)service providers

Question

Quizplus · Accepted Answer

The organization and systems component of the servuction model includes policies, procedures, and systems that support the delivery of the service. In this case, the fact that the service firm did not accept American Express suggests a flaw in their payment processing system, which negatively impacted the customer's ability to pay for their bill.

A Customer Attempted to Pay His Bill with His American