Colin has been directed by his boss to determine whether their company is meeting customers' service quality expectations. One of Colin's problems is that services are __________, making evaluation of service quality difficult.
A) quantifiable
B) substantial
C) unequally distributed
D) intangible
E) inconsequential to customers

Question

Quizplus · Accepted Answer

The term "intangible" refers to services that cannot be touched, seen, or felt. This lack of physical presence makes it difficult to evaluate service quality, as it is not easily quantifiable. This presents a challenge for Colin in determining whether their company is meeting customers' service quality expectations.

Colin Has Been Directed by His Boss to Determine Whether