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Variability in a service operation is primarily caused by the human element machines used in the service operation excess demand for the service lack of tangibles used in the service Question 12 2 pts In terms of the service purchase process, the actual interaction point between the customer and the service provider is the service encounter post-purchase phase pre-purchase phase purchase-phase In terms of the service purchase process, during the , customers make evaluations of the quality of service, their level of satisfaction and dissatisfaction, and future purchase intentions. post-purchase phase pre-purchase phase purchase phase service encounter Question 14 2 pts In the pre-purchase phase, firm-produced factors that impact the purchase decision include all of the following except word-of-mouth communications distribution price company promotions risk refers to the amount of time lost by the consumer due to a service failure. Time-loss Performance Opportunity Psychological Question 16 2 pts Performance risk is the chance that the service will not perform or provide the benefits for which it was purchased amount of time the consumer lost due to the failure of the service risk involved when consumers must choose one service over another amount of monetary loss the consumer incurs if the service fails Financial risk is the amount of monetary loss the consumer incurs if the service fails chance that the service will not perform or provide the benefits for which it was purchased risk involved when consumers must choose one service over another amount of time the consumer lost due to the failure of the service Question 18 2 pts Time-loss risk is the amount of time the consumer lost due to the failure of the service risk involved when consumers must choose one service over another chance that the service will not perform or provide the benefits for which it was purchased d. amount of monetary loss the consumer incurs if the service fails During the of the service purchase process, customers evaluate the quality of service and their level of satisfaction or dissatisfaction. post-purchase phase service encounter purchase phase pre-purchase phase Question 20 2 pts The evaluation of the quality of the food eaten at a restaurant is an example of technical service quality reliability functional service quality assurance