The customer is a(n) ________ in the service process and his/her impression of the service quality is influenced by many ________.
A) observer; perceptions
B) observer; observations
C) participant; perceptions
D) participant; observations

Question

Quizplus · Accepted Answer

The customer is a participant in the service process and his/her impression of the service quality is influenced by many perceptions, such as expectations, prior experiences, and personal biases.

The Customer Is A(n) ________ in the Service Process and His/her