The two basic components of a customer's evaluation of services are:
A)expectations and actual experience.
B)experience and credence.
C)expectations and customer contact.
D)intangibility and inconsistency.

Question

Quizplus · Accepted Answer

Customers evaluate services based on their expectations of what the service should be like and their actual experience of the service. The larger the gap between their expectations and experience, the more likely they are to be dissatisfied.

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