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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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