__________ is an overall favourable impression or unfavourable impression based on the early stages of the service encounter.

Related MCQs

• ……………. Is based on the idea that customer expectations of the service they will receive shape their perception of the actual service encounter.
• The technique that allows consumers to either buy Service A and Service B together on purchase one service separately is called
• People have to physically present themselves so that they become immersed within the service process. This type of service process is referred to as
• This is when customers visit the service facility so that they are personally involved through the service delivery process
• …………… is example of a service where the customer typically goes to the service organization
• ………….. is the tool for simultaneously depicting the service process, the point of customer contract and the evidence of the service from the customer point of view
• In the service system, customers may specify their needs and expectations to the service provider, such expectations are called ……………?
• The service a customer expects are called …………… service package?
• In the absence of a physical product, service providers needs to consider the use of …………… that enable customers to make a judgment on the service quality.
• As per service-quality model, the capacity to complete the promised service accuratelt and dependably is ……………