3 td
(1 po
mm
8. When Dr. Norman travels, she always stays at a Hawks family hotel. She is brand loyal, and
thinks that Hawks offers the best service. On this trip, Dr. Norman stayed at three different
Hawks hotels. Customer service was excellent at two of the hotels, but at the last hotel, the
person checking in guests was rude. Dr. Norman completes a comment card on each hotel,
knowing that Hawks strives for excellent customer service. This scenario exemplifies which
service characteristic?
Omarketability
Ovariability
O inseparability
O intangibility
