The four factors that affect a customer's evaluation of a service are the analysis of customer expectations, service quality specifications, management of service expectations, and
A) employee performance.
B) company reputation.
C) employee courtesy.
D) experience of employees.
E) price of the service.

Question

Quizplus · Accepted Answer

The other options are important in evaluating service quality, but employee performance is the most directly linked to the customer's experience and perception of service. It can make or break the quality of the service provided.

The Four Factors That Affect a Customer's Evaluation of a Service