The two basic components of a customer's evaluation of a service are
A)expectations and customer contact.
B)expectations and experience.
C)intangibility and inconsistency.
D)experience and credence.
E)inconsistency and inseparability.

Question

Quizplus · Accepted Answer

Consumers evaluate a service by comparing their expectations to the actual experience through gap analysis.

The Two Basic Components of a Customer's Evaluation of a Service