Q205
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of:
A.
Price of the service
B.
Processes used in carrying out the service
AnswerC.
Intangible outcomes e.g. the performance of an investment portfolio
D.
Tangible outcomes
Answer: Option B
Solution
Answer: Option B
Solution:
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of Processes used in carrying out the service.