From the customer's point of view,the most vivid impression of service occurs in the service _____ when the customer interacts with the service firm.
A) Event
B) Socialization
C) Encounter
D) Arrangement
E) Linkage

Question

Quizplus · Accepted Answer

The encounter is the specific moment when the customer interacts with the service firm and experiences the service. It can occur in person, through phone or digital channels, and it is a critical moment that can shape the customer's perception of the service quality. Therefore, it is the most vivid impression of service from the customer's point of view. Options A, B, D, and E are not related to this specific moment of interaction and do not capture the same level of immediacy and impact on the customer's perception.

From the Customer's Point of View,the Most Vivid Impression of Service