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

Question

Quizplus · Accepted Answer

A customer's evaluation of services is based on their expectations and their actual experience. Expectations refer to what the customer believes will happen, while actual experience is what actually happens during the service encounter. The other options (A, C, D) are relevant concepts in the service industry, but they do not directly relate to a customer's evaluation of services.

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