Imagine a bereaved family at a funeral home discovering dirty restrooms,a disco ball in the chapel and loud heavy metal music on the sound system.You would be correct in saying:
A) The physical environment quality led the family to think less of 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 can significantly affect the overall service quality perception of the bereaved family. The dirty restrooms, disco ball, and loud heavy metal music are all tangibles that can create a negative impression of the funeral home's service quality. Therefore, option A is the correct answer.

Imagine a Bereaved Family at a Funeral Home Discovering Dirty