When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:
A) Blame states
B) Fairness assessments
C) Perceived disadvantages
D) Service advantages
E) Service attributions

Question

Quizplus · Accepted Answer

The best choice for this question is E, "Service attributions." Service attributions refer to the perceived causes of service success or failure that customers look for when they experience a service outcome that is much better or worse than expected. Customers assess the reasons for the service outcome, and their perception of the reasons can influence their satisfaction. Choices A, B, C, and D are incorrect as they are not directly related to the concept of service attributions.

When Customers Have Been Surprised by a Service Outcome That