SCENARIOS Boutique Hotels

SCENARIOS
Boutique Hotels
In an industry where guests are tired of cookie-cutter hotels,some consumers are looking for personalized service,which can be found in boutique hotels.Boutique hotels cater to their guests' sense of their personal image as being discriminating,more sophisticated,and more hip.Frequently,these guests don't want to be where the crowds are.This is a small but growing market niche.There are no generally recognized rules for boutique hotels,but they tend to be small and service oriented,with high-style decor,and top-notch restaurants.Employees are called cast members.Amenities include cordless phones,CD players,Aveda brand bath and hair products,and down comforters and pillows.
(Turn the page for questions related to the scenario.)
-Refer to Sizzlin' Shine.Sizzlin' Shine's customers can judge the quality of the detailing services on their automobiles only after driving them for a period of time and seeing how the shine holds under various driving conditions.Customers can use _____ to evaluate the service.

A) cognitive perception
B) experience qualities
C) search qualities
D) credence qualities
E) heterogeneous features