Who first coined the phrase "moment of truth"?
a. Jack Welch
b. Walt Disney
c. Bill Marriott Jr.
d. Jan Carlzon
In which of the following mode are the customer and the individual who provides the service to the customer not physically co- located (i.e. the customer and the person providing the service are not in the same place)?
a. Technology-mediated service encounter
b. Technology-free service encounter
c. Technology-facilitated service encounter
d. Technology-assisted service encounter
