Which of the Following Measure(s)is (Are)used in a Moment of Truth

Multiple Choice

Which of the following measure(s) is (are) used in a moment of truth impact analysis?

A) Customer expectations of the service organization at the contact point in question
B) Customers' past experiences that detracted from their perception of service excellence at the contact point in question
C) Customers' past experiences that enhanced their perceptions of the service organization at the contact point in question
D) Only measurements B and C are used in a moment of truth impact analysis.
E) All three measurements are used in a moment of truth impact analysis.