A. Price of the service
B. Processes used in carrying out the service
C. Intangible outcomes e.g. the performance of an investment portfolio
D. Tangible outcomes
✅ The correct answer is option B.
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of Processes used in carrying out the service.
Compared with low-contact services, customers of high-contact services are more likely to judge service quality on the basis of Processes used in carrying out the service.