Question

Select all that apply Identify the true statements about service encounters or moments of truth in service industries. (Check all that apply.) Multiple select question. A mixture of positive and negative interactions ensures customers of an industry's quality. Only the last encounter between a customer and a service firm is critical in determining the customer's satisfaction. Each encounter of customers with service firms contributes to their overall satisfaction. The most realistic impression of service takes place. Customers get an overview of an organization's service quality.

Answer 1

The true statements about service encounters in services industries are:

• A mixture of positive and negative interactions makes customers unsure of an industry's quality.
• Each encounter of customers with service firms contributes to their overall satisfaction.

What is service encounter in a service industry?

The term "service encounter" refers to a consumer's direct connection with a service provider, which includes face-to-face interaction that is related to a primary service offering.

• Service encounters were viewed as a dyadic process of client interactions.

• Service encounters are essential because they may have a significant impact on customer satisfaction.

From the information given:

The true statements about service encounters in services industries are:

• A mixture of positive and negative interactions makes customers unsure of an industry's quality.
• Each encounter of customers with service firms contributes to their overall satisfaction.

Learn more about service encounters here:

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