Final answer:
Exemplary service is characterized by exceptional service that often exceeds customer expectations and goes beyond basic standards to leave a lasting, positive impression. The correct answer to the question is option a. is exceptional and often unexpected by the customer.
Step-by-step explanation:
Characteristics of Exemplary Service
Exemplary service is a concept in business that pertains to the quality and manner in which service providers interact with their customers. When considering the characteristics of exemplary service, it is typically defined by service that is exceptional and often unexpected by the customer. This type of service goes beyond the basic expectations to truly 'wow' the customer, leaving a lasting positive impression that can encourage loyalty and positive word-of-mouth.
Service that is exemplary is not just about meeting standards; it is about exceeding customer expectations. It involves delivering service that dazzles, stands out, and makes the service provider memorable for all the right reasons. Contrary to causing a breakdown in relationships, exemplary service aims to strengthen the bond between the customer and service provider by creating an emotional connection and a sense of trust.
On the other hand, service that is unimpressive or leads to customer disappointment would not be considered exemplary. Such service could result in a damaging effect on the business, causing a potential loss of customers and hurting the provider's reputation. Therefore, providing service that not only surprises but also pleases the customer is essential.
In conclusion, the correct option for the characteristic of exemplary service is a. is exceptional and often unexpected by the customer. This form of service is what distinguishes simply adequate service from the superior experience that firms aim to deliver in order to set themselves apart from the competition.