solution

The participation level of a customer in a service experience has no impact on overall service quality.

Question 1 options:

	True
	False

The role a customer can play in a service experience is fluid. That is, how productive a customer is will exist on a continuum. Question 2 options: True False

Which of the following is a reason that a customer could “compete” with a service organization.

Question 3 options:

	Expertise Capacity
	Time Capacity
	Resource Capacity
	All of the Above

The role a customer can play in a service experience is fluid. That is, how productive a customer is will exist on a continuum.

Question 2 options:

	True
	False

In a service experience, a customer can detract from AND enhance satisfaction.

Question 5 options:

	True
	False