In services, customer satisfaction or dissatisfaction takes place during instances in which a customer comes in contact with an employee of the company. These instances are called:
A) moments of truth.
B) critical to quality moments.
C) turning points.
D) focal points.

Question

Quizplus · Accepted Answer

Moments of truth refer to the specific interactions between a customer and an employee that shape the customer's perception of the service provided by the company. These moments can be positive or negative and have a significant impact on customer satisfaction. It is essential for companies to identify these moments of truth and ensure that their employees are trained to handle them effectively.

In Services, Customer Satisfaction or Dissatisfaction Takes Place During Instances