Unlike Tangible Goods, Virtually All Services Are Susceptible to Inconsistency

question 5

Multiple Choice

Unlike tangible goods, virtually all services are susceptible to inconsistency and variations in quality. Why is this so?

• A) because services depend on people for their delivery
• B) because services cannot be managed due to their intangibility
• C) because services are extremely time-and-place dependent
• D) because service marketers cut corners to reduce expenses
• E) because service marketers set unrealistic customer expectations

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Definitions:

Social Responsibility Norm

A societal rule that people should help those who need assistance, without regard to future exchanges.

Dispositional Attributions

The tendency to attribute someone's behavior to their internal qualities or personality traits rather than to external factors.

Situational Attributions

The process of attributing behavior to external factors in the environment or situation, rather than to internal personality traits.

Prosocial Behavior

Acts that are intended to benefit others, such as helping, sharing, donating, co-operating, and volunteering.