Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it.When she makes her appointment,she examines the training certificates on the wall,and she carefully reads a brochure that contains testimonials of satisfied customers.The use of certificates of training and customer testimonials is one way the service provider is trying to deal with the service characteristic of:
A)incongruity.
B)inconsistency.
C)intangibility.
D)inseparability.

Question

Quizplus · Accepted Answer

The service provider is addressing the characteristic of intangibility, as services cannot be experienced before purchase, unlike physical products.

Sarah Has a Backache Due to Overexertion