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INTANGIBILITY
Pick up the shoes Feel the quality of materials View specific style and color Sample the fit
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4. Pricing is difficult
Physical connection of the service provide to the service Involvement of the customer in the production process Involvement of other customers in the production process Special challenges in mass production of services
MARKETING PROBLEMS CAUSED BY INSEPARABILITY Service provider is involved in the production process Customer is involved in the production process Other customers are involved in the production process (shared experience) The mass production of services presents special challenges
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OPINION QUESTION: If given the choice of dining at one of two new restaurants, would you select a restaurant that had no cars in the parking lot, or would you choose a restaurant down the street with a full parking lot?
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Standardization
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Customer participation
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