Which of the following incidents is likely to influence a customer's perception of service quality of an appliance store?
A) A late night call to the store's service department
B) The relationship the customer has established with the store after buying several different appliances
C) A salesperson's explanation of extended warranty service
D) The welcoming atmosphere of the store
E) All of the above

Question

Quizplus · Accepted Answer

All of the incidents listed could potentially influence a customer's perception of service quality. A late night call to the service department could affect their perception of responsiveness and availability. The relationship the customer has established with the store could affect their perception of customer care and loyalty. A salesperson's explanation of extended warranty service could affect their perception of the store's expertise and willingness to provide additional support. The welcoming atmosphere of the store could affect their perception of the store's overall appearance and service environment. Therefore, all of these incidents could impact a customer's perception of service quality.

Which of the Following Incidents Is Likely to Influence a Customer's