Question

When evaluating services, consumers generally compare their expectations prior to the service to the outcome once the service is provided. true false

Answer 1

This statement is true.

Step-by-step explanation:

Services are intangible and non-physical products that are used to derive satisfaction or utility through their consumption. Unlike goods, the services cannot be produced and stored in inventories prior to consumption.

Services are consumed immediately as they are produced. So, consumers are not aware of the quality of services before consumption. The evaluate services on the basis of what they were expecting before consumption and what the outcome of consumption was.