Ch 4 Flashcards
(7 cards)
1
Q
T/F- A service encounter is also defined as “ a moment of truth”
A
True
2
Q
Any episode in which the customer comes into contact with any aspect of the organization and gets an
impression of the service is defined as a
A
Service Encounter
3
Q
A
4
Q
A
5
Q
A
6
Q
A
7
Q
A
