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. However, the actual experience(s) 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 experience of a service is determined by the way the organization delivers its service. While word-of-mouth communications, personal needs, past experiences, and promotional activities can establish expectations, the actual experience is shaped by the organization's service delivery.

A Person Can Establish Expectations for a Service He or She