Q: Which of the following are the internal factors that influence customer perception of service quality? 1. Knowledge explosion 2. Annual and quarterly reports 3. Social values and changes in lifestyle 4. Increase consumer participation in service delivery through motivated employees
(a)1 and 3 only
(b)1 and 4 only
(c)2 and 4 only
(d)2 and 3 only
Correct Answer: (c)