At which of the following stages are the perceptions of a firm and its goods and services created
A) The process design stage
B) The service-encounter design stage
C) The customer benefit package configuration stage
D) The market introduction and evaluation stage

Question

Quizplus · Accepted Answer

Perceptions of a firm and its goods and services are created at the service-encounter design stage. This stage involves designing and delivering the service experience to the customer, which is where the customer forms their perceptions and judgments of the service.

At Which of the Following Stages Are the Perceptions of a Firm