Q212
The moments of interaction between the customer and the service firm are called:
A.
Servuction junction
B.
critical incidents
AnswerC.
core service failures
D.
service recovery
Answer: Option B
Solution
Answer: Option B
Solution:
The moments of interaction between the customer and the service firm are called critical incidents. They are critical as they determine a customer’s perception of, and reaction to, a brand.