True or False: A moment of truth occurs when an employee evaluates the service they are going to provide.

The concept of a "moment of truth" refers to critical points during a customer's experience when they interact with a service or product, which significantly shape their perception of quality. These moments typically occur in customer-facing scenarios, where the service experience is directly impacted by the employee's actions and attitude.

When an employee is preparing to deliver a service, they are not yet in a direct interaction with the customer; therefore, it does not constitute a moment of truth. It is in the actual moment of customer interaction, when they evaluate the service delivery, that a true moment of truth occurs, as this is when the customer's perceptions and expectations are most actively formed and assessed.

In this context, the statement suggesting that a moment of truth occurs when an employee evaluates the service they are going to provide is inaccurate, emphasizing the focus on the customer experience. This is why the correct assessment of the statement is that it is false.