One way service businesses communicate a higher level of service quality to their customers is by having their employees be clean, sharp looking, and dressed in appropriate uniforms. This is a way to address the ____ characteristic of services.
A) intangibility
B) perishability
C) tangibility
D) inseparability
E) heterogeneity

Question

Quizplus · Accepted Answer

The intangibility characteristic of services means they cannot be seen, tasted, felt, heard, or smelled before they are bought. By having employees be clean, sharp looking, and dressed in appropriate uniforms, service businesses are trying to provide tangible cues to communicate the quality of the intangible service they are offering.

One Way Service Businesses Communicate a Higher Level of Service