States or conditions essential to the physical or psychological well-being of a customer that are pivotal factors that shape what customers desire in a service are known as __________.

Question

Quizplus · Accepted Answer

Personal needs are essential states or conditions that are pivotal factors in shaping customers' desires and expectations. Personal service philosophies are the beliefs and attitudes that service providers hold about the service they provide, while derived service expectations are customers' expectations based on prior experiences, word-of-mouth, and advertising. Perceived service alternatives refer to the potential substitutes that customers may consider, while situational factors are the circumstances in which the service is provided.

States or Conditions Essential to the Physical or Psychological Well-Being