Thelma got her drive-thru order at the fast-food restaurant,she thought Louise,the employee who took her money and gave her order,was cold and unfriendly.The food tasted good but was overshadowed by Louise's demeanor.Every time she has the opportunity,Thelma says something derogatory about the restaurant because she does not distinguish the service deliverer (Louise,the employee who prepared her food and gave it to her)from the service (the fast-food restaurant).Thelma is having a problem with which unique characteristic of services?

Question

Quizplus · Accepted Answer

Thelma is having a problem with inseparability, which refers to the characteristic of services where the service deliverer and the service itself are inseparable, making it difficult for customers to distinguish between them. Thelma is unable to separate the unfriendly behavior of Louise from her experience of the food from the fast-food restaurant.

Thelma Got Her Drive-Thru Order at the Fast-Food Restaurant,she Thought