When Mandy last got her drive-thru order at the fast-food restaurant, she thought the employee who helped her was cold and unfriendly. The food tasted good but was overshadowed by the employee's demeanor. Since then, Mandy often says something derogatory to her friends about the restaurant based on this single experience. This is an example of which issue associated with services?
A)inseparability
B)intangibility
C)impressionability
D)incongruity
E)inflexibility

Question

Quizplus · Accepted Answer

Inseparability refers to the fact that services are produced and consumed simultaneously, and the service provider's behavior can significantly impact the customer's perception of the service. Mandy's negative impression of the restaurant due to the employee's demeanor is an example of this issue.

When Mandy Last Got Her Drive-Thru Order at the Fast-Food