The quality of the reception area and consulting room furnishings, the number of framed degrees on the wall, the pleasantness of the receptionist and the professionalism of the nurse, are all examples of:
A) tangible cues.
B) designed cues.
C) controllable cues.
D) surrogate cues.

Question

Quizplus · Accepted Answer

Surrogate cues are indirect indicators of quality that consumers use to make judgments about a service or product, such as the appearance of a reception area or the demeanor of staff.

The Quality of the Reception Area and Consulting Room Furnishings