According to the services theater framework,
a. a service customer can use the service setting to help establish expectations of the service quality and experience.
b. a service actor's appearance and behavior can influence a service customer's perceptions of the service performance.
c. each element of the service performance may be designed to create a different performance and customer experience.
d. All of these statements are in agreement with the services theater framework.
e. None of these statements is in agreement with the services theater framework.
Question 2
According to Jim Peterson, it is important to know how customers honestly perceive the quality of the product or service offered by the franchise system. The product quality is within the perception of the customer and is greatly influenced by the franchise system's server. The attitude of the customer is made up of three key factors. Which one of the options below is not one of these critical customer perception factors?
a. 70--the way the customer is looked at;
b. 29--based on the tone of the server's voice;
c. 1--exactly what the employee (server) says; or
d. the server's intent to win an argument.
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