According to Maister's Second Law of service, ________.
A) perceptions minus expectations equal the level of customer satisfaction
B) first impressions can influence the remainder of the service experience
C) quality in the service industry is essentially free
D) a waiting customer cannot be satisfied

Question

Quizplus · Accepted Answer

Maister's Second Law of service emphasizes the importance of first impressions in the service industry, stating that they can significantly influence the remainder of the service experience.

According to Maister's Second Law of Service, ________