Question: The customer is a(n) ______ in the service process and his/her impression of the service quality is influenced by many ______. observer/perceptions observer/observations participant/perceptions participant/observations

The customer is a(n) ______ in the service process and his/her impression of the service quality is influenced by many ______.

  1. observer/perceptions

  2. observer/observations

  3. participant/perceptions

  4. participant/observations

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