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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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This note was uploaded on 01/31/2012 for the course MKGT 649 taught by Professor Staff during the Fall '11 term at S.F. State.
- Fall '11