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.
Answer: C
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Marketing
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