Consumers derive expectations for service encounters from scripts.

Name: Consumers derive expectations for service encounters from scripts.
Brand: Quizplus
Rating: 4.7 (31 reviews)

Question

Quizplus · Accepted Answer

Consumers often draw upon social scripts or mental frameworks to create expectations for service encounters. These scripts may come from prior experiences, word-of-mouth recommendations, cultural norms, and other sources. These expectations can influence how consumers perceive and evaluate the service experience.

Consumers Derive Expectations for Service Encounters from Scripts