Since Services Are Intangible, the Design of the Service Needs

question 58

Multiple Choice

Since services are intangible, the design of the service needs ___________ .

• A) to be intangible
• B) to be very specific
• C) to be in the mind of the customer
• D) to be explained to the customer prior to delivery of the service
• E) to specify exactly what the customer is supposed to experience.

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Definitions:

Rewards

Incentives or benefits given in response to an action or behavior, intended to reinforce or increase the likelihood of that behavior.

Productivity

The efficiency at which goods or services are produced, often measured as the amount of output per unit of input (like labor, time, or materials).

Passive

A state or quality of acceptance or submission without active response or resistance.

Self-confidence

A person's belief in their own abilities, qualities, and judgment, fostering a positive view of oneself.