The two basic components of a customer's evaluation of a service are
A) value and customer contact.
B) expectations and experience.
C) intangibility and inconsistency.
D) performance and credence.
E) inconsistency and inseparability.

Question

Quizplus · Accepted Answer

Expectations and experience are the two basic components of a customer's evaluation of a service. Expectations are what customers believe they will receive from a service, while experience is what they actually receive. The difference between expectations and experience can lead to satisfaction or dissatisfaction with the service.

The Two Basic Components of a Customer's Evaluation of a Service