Which of the Following Statements About Service Encounters Is True

Multiple Choice

Which of the following statements about service encounters is true?

A) When a customer has multiple service encounters with a firm,the only important encounter in terms of the customer's perception is the first one
B) If a customer is interacting with a firm for the first time,that initial encounter will create a first impression of the organization
C) All encounters are equally important in building customer relationships
D) A customer will remember only negative service encounters and will forget any and all positive ones
E) All services have on average about the same number of service encounters