Which of the Following Statements About the Service Encounter Is

Multiple Choice

Which of the following statements about the service encounter is true?

A) The quality of service delivered by a company is only as good as its best employee.
B) The customer plays a minimal role in the quality of the service encounter.
C) An employee's actions, words, and physical appearance do not represent the organization.
D) The quality of information provided by the customer does not affect the quality of the service encounter.
E) The service encounter has a social contact dimension and a physical dimension.