A "moment of truth" is not ________.
A) an opportunity to influence a customer's perception of the service quality
B) critical in achieving a reputation for superior quality
C) when the customer is forming an opinion about the efficiency of the service
D) an interaction between a customer and a service provider

Question

Quizplus · Accepted Answer

A "moment of truth" is an interaction between a customer and a service provider when the customer is forming an opinion about the efficiency of the service.

A "Moment of Truth" Is Not ________