Exam 4: The Service Encounter

Efficiency vs satisfaction is the possible source of conflict in the relationship between the customer and the service organization.

Some organizations use a website for internal communications only.

The majority of difficulties in customer/employee interactions are caused by unrealistic expectations of the customers.

The most common reason for difficulties during the interaction of customers and contact personnel is ________.

A person who drives 100 miles to a factory outlet once a month to buy clothing for the family is ________.

Consider the following vignette. Aboard the cruise ship Royal Majesty, a breakfast diner complains to the waiter that the meal is cold. The waiter sends the meal back to the kitchen and returns shortly with a plate of steaming eggs and bacon. The customer refuses the meal. Rattled, the waiter expresses his confusion to the maitre d'. This breakdown in customer interaction can best be described as ________.

Customer and server interact face-to-face in technology-mediated service encounters.

Self-service has evolved from machine-assisted to Internet-facilitated.

________ is not one of the dimensions of the E-S-QUAL Website survey instrument.

Which of the following is not a classification of shopping attitude for a service customer?