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Assertion (A) : Companies must manage service quality by understanding the effects of each service encounter.
Reason (R) : Customer’s expectations play a critical role in their service experiences and evaluations.
Select the correct codes :
  • a)
    Both (A) and (R) are correct, but (R) is not the right explanation of (A).
  • b)
    Both (A) and (R) are correct and (R) is the right explanation of (A).
  • c)
    (A) is correct but (R) is incorrect.
  • d)
    (R) is correct but (A) is incorrect.
Correct answer is option 'B'. Can you explain this answer?
Most Upvoted Answer
Assertion (A) : Companies must manage service quality by understanding...
Understanding Assertion (A)
- Companies indeed must manage service quality effectively.
- This management is achieved by comprehensively understanding the impact of each service encounter on customer satisfaction.
- Each interaction between the customer and the service provider can significantly influence overall service quality.
Analyzing Reason (R)
- Customer expectations are fundamental to their service experiences.
- These expectations shape how customers evaluate the service received.
- A positive service encounter that meets or exceeds expectations can lead to customer satisfaction and loyalty.
Relationship Between (A) and (R)
- Both the assertion and the reason are correct.
- The reason (R) provides a valid explanation for the assertion (A).
- By understanding customer expectations, companies can better manage service encounters to enhance service quality.
Conclusion
- Thus, both (A) and (R) are correct and (R) effectively explains the significance of (A).
- This relationship emphasizes the importance of aligning service quality management with customer expectations to ensure a positive service experience.
In summary, option 'B' is correct as both statements are true and mutually supportive in understanding service quality management.
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Community Answer
Assertion (A) : Companies must manage service quality by understanding...
Principles Of Service Marketing Management Interview Questions ... pricing, distribution, advertising, and competition); it's hard to isolate the effects these ... Service companies must identify the right quality initiatives and execute them effectively. Customers' expectations play a critical role in their service experiences and evaluations.
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Assertion (A) : Companies must manage service quality by understanding the effects of each service encounter.Reason (R) : Customer’s expectations play a critical role in their service experiences and evaluations.Select the correct codes :a)Both (A) and (R) are correct, but (R) is not the right explanation of (A).b)Both (A) and (R) are correct and (R) is the right explanation of (A).c)(A) is correct but (R) is incorrect.d)(R) is correct but (A) is incorrect.Correct answer is option 'B'. Can you explain this answer?
Question Description
Assertion (A) : Companies must manage service quality by understanding the effects of each service encounter.Reason (R) : Customer’s expectations play a critical role in their service experiences and evaluations.Select the correct codes :a)Both (A) and (R) are correct, but (R) is not the right explanation of (A).b)Both (A) and (R) are correct and (R) is the right explanation of (A).c)(A) is correct but (R) is incorrect.d)(R) is correct but (A) is incorrect.Correct answer is option 'B'. Can you explain this answer? for UGC NET 2025 is part of UGC NET preparation. The Question and answers have been prepared according to the UGC NET exam syllabus. Information about Assertion (A) : Companies must manage service quality by understanding the effects of each service encounter.Reason (R) : Customer’s expectations play a critical role in their service experiences and evaluations.Select the correct codes :a)Both (A) and (R) are correct, but (R) is not the right explanation of (A).b)Both (A) and (R) are correct and (R) is the right explanation of (A).c)(A) is correct but (R) is incorrect.d)(R) is correct but (A) is incorrect.Correct answer is option 'B'. Can you explain this answer? covers all topics & solutions for UGC NET 2025 Exam. Find important definitions, questions, meanings, examples, exercises and tests below for Assertion (A) : Companies must manage service quality by understanding the effects of each service encounter.Reason (R) : Customer’s expectations play a critical role in their service experiences and evaluations.Select the correct codes :a)Both (A) and (R) are correct, but (R) is not the right explanation of (A).b)Both (A) and (R) are correct and (R) is the right explanation of (A).c)(A) is correct but (R) is incorrect.d)(R) is correct but (A) is incorrect.Correct answer is option 'B'. Can you explain this answer?.
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