A "moment of truth" is not: a. an opportunity to influence a customer's perception of the service quality. b. critical in achieving a reputation for superior quality. c. when the customer is forming an opinion about the efficiency of the service. d. an interaction between a customer and a service provider.

Question

Business

Nicholas Blackwell

9 April, 19:57

A "moment of truth" is not: a. an opportunity to influence a customer's perception of the service quality. b. critical in achieving a reputation for superior quality. c. when the customer is forming an opinion about the efficiency of the service. d. an interaction between a customer and a service provider.

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Answers (2)

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Luca · Answer 1

C. when the customer is forming an opinion about the efficiency of the service

Explanation:

A "moment of truth" in marketing occurs when there's an interaction between customer and service provider usually leaving an impression (positive or negative) on the customers.

It's the moment when a customer interacts with a brand (service provider) to form an impression or change a pre existing impression about that particular brand (service provider).

It is very important for the service provider to leave a lasting positive impression because it's an avenue for them to achieve product superiority.

Leslie · Answer 2

Answer: c). when the customer is forming an opinion about the efficiency of the service

Explanation: A Moment of Truth (MOT) in marketing is when an interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression on a customer.

This is an interaction aimed at having a positive effect on the quality of a brand or service. It usually involves an opportunity to impress the customer.