Because Services Are Intangible, It Is Often Difficult for Customers

question 14

Multiple Choice

Because services are intangible, it is often difficult for customers to determine how a service meets their expectations, which marketers call

• A)service perceptions.
• B)service efforts.
• C)service quality.
• D)service aspirations.
• E)service feedback.

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Definitions:

Decision Making

The process of making choices by identifying a decision, gathering information, and assessing alternative solutions.

Courses Of Action

Different strategies or options that can be taken in response to a specific problem or situation.

Authority Rule

The formal or legal right given to an individual or group to make decisions, pass judgments, and enforce obedience.

Minority Rule

A situation where a smaller part of a population, or a minority, holds disproportionate power or influence over decision-making processes.