Which of the following measure(s)is (are)used in a moment of truth impact analysis?
A)Customer expectations of the service organization at the contact point in question
B)Customers' past experiences that detracted from their perception of service excellence at the contact point in question
C)Customers' past experiences that enhanced their perceptions of the service organization at the contact point in question
D)Only measurements B and C are used in a moment of truth impact analysis.
E)All three measurements are used in a moment of truth impact analysis.

Question

Quizplus · Accepted Answer

In a moment of truth impact analysis, all three measurements - customer expectations of the service organization at the contact point in question, customers' past experiences that detracted from their perception of service excellence at the contact point in question, and customers' past experiences that enhanced their perceptions of the service organization at the contact point in question - are used. This is because all three factors play a role in determining the impact of the moment of truth on the customer's perception of service quality.

Which of the Following Measure(s)is (Are)used in a Moment of Truth