When Telma got her drive-thru order at the fast-food restaurant, she thought the employee who took her money and gave her order was cold and unfriendly. Furthermore, the food was cold and gave her indigestion. Every time she has the opportunity, she says something derogatory about the restaurant because she does not distinguish the deliverer of the service (the employee who prepared her food and gave it to her) from the service (the fast-food restaurant). Telma is having a problem with which unique characteristic of services?
A.
intangibility
B.
perishability
C.
incongruity
D.
inseparability
Answer: D
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Marketing
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