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    Question

    Each of the following can influence customers' perceptions of the authenticity of their service experiences EXCEPT:

    A service standardization Correct Answer Incorrect Answer
    B personal interaction Correct Answer Incorrect Answer
    C social processes that allow customers to share their interests Correct Answer Incorrect Answer
    D allowing consumers to participate in the production process Correct Answer Incorrect Answer
    E None of these Correct Answer Incorrect Answer

    Solution

    All of the options can influence perceptions of authenticity except for ‘service standardization' - services that facilitate customization increase authenticity, not standardization.

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