Which of the following best describes the perceived control perspective?
A)The more confident and in control the service provider,the more relaxed and satisfied the consumer will be with the service.
B)Customer satisfaction is achieved through the effective control of customer perceptions and expectations.
C)Customers are controlled through the use of scripts,and their satisfaction is a function of script congruence.
D)The higher the level of control over the situation perceived by consumers,the higher their satisfaction with the service will be.
E)Rules must be acknowledged and obeyed by all participants if satisfactory outcomes are to be generated.

Question

Quizplus · Accepted Answer

The perceived control perspective suggests that the higher the level of control over the situation perceived by consumers, the higher their satisfaction with the service will be. This perspective focuses on the importance of giving customers a sense of control, which leads to greater satisfaction with the service experience. It is not about controlling customer perceptions or using scripts to control customers, as suggested in other options.

Which of the Following Best Describes the Perceived Control Perspective