The service encounter stage involves ____________.
A) Moments of truth
B) Zone of tolerance
C) Price decisions
D) trade-offs

Question

Quizplus · Accepted Answer

The service encounter stage involves moments of truth, which are critical interactions between customers and the service provider that can have a lasting impact on the customer's perception of the service. This stage is when the service is delivered and when the customer forms impressions about the quality of the service. The zone of tolerance is a concept that relates to the customer's expectations and perceptions of service quality, but it is not specifically related to the service encounter stage. Price decisions and trade-offs may be relevant at various stages of the service process, but they are not directly related to the service encounter stage.

The Service Encounter Stage Involves ____________