The Intangible Nature of a Service Makes It Difficult to Keep

question 29

True/False

The intangible nature of a service makes it difficult to keep a competitor from copying a service encounter design.

---

Definitions:

Group Behavior

Refers to how individuals behave when they are part of a group, including ways their decisions, actions, and reactions are influenced by the group’s dynamics and norms.

Emergent Norm Theory

A theory suggesting that norms in a group setting can develop spontaneously and influence the group's behavior.

Visually Surprising

Something that is unexpected or startling from a visual perspective, often eliciting a strong reaction or attention.

Unwanted Contact

Interactions or communications that are undesired or uninvited, potentially causing discomfort or distress to the recipient.