In a service offering,managing intangible quality characteristics is more difficult,because they usually depend on:
A)convenience of the customer.
B)employee performance and behavior.
C)unwritten guidelines based on past experiences.
D)mutual understanding between the customer and the employee.

Question

Quizplus · Accepted Answer

Intangible quality characteristics of a service offering are often related to the performance and behavior of employees. It can be difficult to manage these characteristics as they are dependent on the subjective experiences of both customers and employees. However, by focusing on employee training, motivation, and empowerment, service providers can improve their ability to manage these intangible quality aspects.

In a Service Offering,managing Intangible Quality Characteristics Is More Difficult,because