Select all that apply Identify the true statements about service encounters or moments of truth in service industries. (Check all that apply.) Multiple select question. A mixture of positive and negative interactions ensures customers of an industry's quality. Only the last encounter between a customer and a service firm is critical in determining the customer's satisfaction. Each encounter of customers with service firms contributes to their overall satisfaction. The most realistic impression of service takes place. Customers get an overview of an organization's service quality.