After a customer sits down in a restaurant, the server coming to the table to take the customer's order is an example of a ________.
A) service transaction analysis
B) moment of truth
C) poka-yoke
D) customer perception
E) gap analysis

Question

Quizplus · Accepted Answer

A "moment of truth" in service management refers to any interaction between a customer and a service provider that can form or change the customer's perception of the service. When a server comes to take an order, it is a critical interaction that can influence the customer's overall experience.

After a Customer Sits Down in a Restaurant, the Server