The appearance of physical facilities, equipment, personnel, and communication materials are the tangibles that convey service quality to consumers.

Question

Quizplus · Accepted Answer

Tangibles such as physical facilities, equipment, personnel, and communication materials are visual and tangible representations of service quality that consumers can perceive and evaluate, making them an important aspect in shaping customer perceptions of service quality.

The Appearance of Physical Facilities, Equipment, Personnel, and Communication Materials