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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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