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      Question

      Each of the following can influence customers'

      perceptions of the authenticity of their service experiences EXCEPT:
      A service standardization Correct Answer Incorrect Answer
      B personal interaction Correct Answer Incorrect Answer
      C social processes that allow customers to share their interests Correct Answer Incorrect Answer
      D allowing consumers to participate in the production process Correct Answer Incorrect Answer
      E None of these Correct Answer Incorrect Answer

      Solution

      All of the options can influence perceptions of authenticity except for ‘service standardization' - services that facilitate customization increase authenticity, not standardization.

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