Personal factors that are stable over time and that increase a customer's sensitivity to how a service should be best provided are referred to as:
A)situational factors.
B)explicit service promises.
C)perceived service alternatives.
D)transitory service intensifiers.
E)enduring service intensifiers.

Question

Quizplus · Accepted Answer

Enduring service intensifiers are personal factors that remain stable over time and influence customers' expectations and perceptions of service delivery. These can include factors such as personality, values, and culture. Situational factors refer to external factors that can influence service expectations, such as time constraints or environmental factors. Explicit service promises refer to specific commitments made by the service provider, while perceived service alternatives are other options that the customer may consider. Transitory service intensifiers are temporary factors that can influence service expectations, such as mood or emotional state.

Personal Factors That Are Stable Over Time and That Increase