Sarah Has a Backache Due to Overexertion

question 98

Multiple Choice

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.

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Definitions:

Material Needs

The physical requirements necessary for an individual to maintain a healthy, viable existence.

Basic Human Needs

Fundamental requirements that individuals need to live healthy and fulfilling lives, such as food, shelter, safety, and belonging.

Surface Statements

Expressions or remarks that only address superficial aspects without delving into deeper or underlying issues.

Paying Customer

An individual or entity that purchases goods or services from a business.