Correct Answer: Product formation : It can be defined as putting different products and services together to form a product for the satisfaction of customer For eg Hospitality is a product formation which is not made from a single item Service brigade : Team of staffs involved in providing service The Moment of Truth: It is the actual time when customer interacts with service staff It is the moment of contact when no management has control It is the motivation, skill, tools of the service and expectation, behavior, expectation of the customer determines the quality of the service
