Select all that apply In the context of the theme of adaptability as a source of customer satisfaction/dissatisfaction in service encounters, identify the true statements. (Check all that apply.) Multiple select question. Service encounter quality is judged in terms of the flexibility of a delivery system and that of employees. Incidents categorized under this theme all contain an explicit or implicit customization request of a service to meet a need. Only internal customers are pleased when a service provider makes an effort to adjust a delivery system to meet their needs. Only external customers are pleased when a service provider puts forth the effort to accommodate a delivery system to meet their requirements