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.

Question

Quizplus · Accepted Answer

Since services are intangible, it is important for the design of the service to specify exactly what the customer is supposed to experience. This includes defining the service process, establishing service standards, and managing customer expectations. Clear specification of the service experience can help to ensure that the service is consistent and meets the needs and expectations of customers.

Since Services Are Intangible, the Design of the Service Needs