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    Question

    The two basic components of a customer's evaluation of

    services are:
    A expectations and customer contact. Correct Answer Incorrect Answer
    B expectations and actual experience Correct Answer Incorrect Answer
    C intangibility and inconsistency. Correct Answer Incorrect Answer
    D experience and credence. Correct Answer Incorrect Answer
    E None of these Correct Answer Incorrect Answer

    Solution

    Once a consumer tries a service, it is evaluated by comparing expectations to the actual experience a consumer has with the service.

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