Imagine a bereaved family at a funeral home discovering a disco ball in the chapel, dirty restrooms and rap music on the sound system. You would be correct in saying:
A) The physical environment quality led the family to belittle the overall service quality
B) The technical outcome quality of the facility needed fine tuning
C) The inappropriateness of the service quality was due to poor technical qualities
D) Interaction qualities led to perceived inequities
E) The overall service quality is not influenced by tangibles

Question

Quizplus · Accepted Answer

The physical environment quality, which includes the condition and cleanliness of the facility, led the family to belittle the overall service quality. The inappropriate music and dirty restrooms were tangibles that impacted their perception of the funeral home's service quality.

Imagine a Bereaved Family at a Funeral Home Discovering a Disco