Customers will often judge the quality of the service experience based on the performance of the people providing the service.This aspect of services marketing has led to a concept called

Question

Quizplus · Accepted Answer

The concept mentioned in the question that customers judge the quality of the service experience based on the performance of the people providing the service refers to customer experience management. Therefore, option B is the correct choice as it directly relates to this concept. Option A (customer relationship management) is more focused on building and maintaining relationships with customers through a variety of strategies. Options C, D, and E are not related to the concept in question.

Customers Will Often Judge the Quality of the Service Experience