Chapter 12

Question 1

intangibility

Answer 1

The characteristic of a service that means customers can’t see, touch, or smell good service.

Question 2

inseperability

Answer 2

The characteristic of a service that means that it is impossible to separate the production of a service from the consumption of that service.

Question 3

variability

Answer 3

The characteristic of a service that means that even the same service performed by the same individual for the same customer can vary.

Question 4

Perishability

Answer 4

The characteristic of a service that makes it impossible to store for later sale or consumption.

Question 5

service encounter

Answer 5

The actual interaction between the customer and the service provider.