When a customer cannot make a reasonable evaluation of the quality of a service even after use because they lack expertise, this relates to a service's ________ attributes.
A) secondary
B) credence
C) search
D) focused
E) observable

Question

Quizplus · Accepted Answer

Credence attributes are characteristics of a service that are difficult or impossible to evaluate even after consumption. This is because the customer lacks the necessary knowledge or expertise to assess the quality of the service. Secondary attributes are not essential to the core service but may still be important to customers. Search attributes are those that can be evaluated before purchase, observable attributes are those that can be perceived during use, and focused attributes are those that are emphasized by the service provider in marketing and promotion.

When a Customer Cannot Make a Reasonable Evaluation of the Quality