1. Since the Coffee Collective is a service organization, what it provides tends
ID: 2495270 • Letter: 1
Question
1. Since the Coffee Collective is a service organization, what it provides tends to be more of a performance than a product. Because of this, Martha must demonstrate to customers the benefits of visiting the Coffee Collective in order to overcome the __________ of services.
intangibility
inseparability
perishability
inconsistency
inventory
2.
___________ means that the Coffee Collective's customers cannot easily distinguish the service provider, such as Martha and her employees, from the service itself, such as purchasing and drinking the fresh-brewed coffee.
Inseparability
Perishability
Inconsistency
Intangibility
Inventory
3.
In order for the Coffee Collective to maintain ____________, it will need to make sure that its coffee tastes great, the coffee shop is clean and taken care of, and the staff is able to answer customers' questions.
reliability
service quality
responsiveness
gap analysis
tangibility
Explanation / Answer
First question is answered below.
Correct option: (a) intangibility
Reason: Since goods are tangible while services are not, it makes it difficult to quantify or value them.
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