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Unformatted text preview: Experience Quality Characteristics the buyer can evaluate after purchase Creedence Quality Physical Evidence and Presentation Place People Equipment Communication Material Symbols Price Characteristics of Service Intangibility Cannot be seen, tasted, felt, heard, or smelled before they are bought Inseparability Variability Perishability Determinants of Service Quality Reliability Responsiveness Assurance Empathy Tangible...
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- Fall '11