1. The variability of services means that

2. Services are best defined as

3. A distinguishing feature of services marketing is the need for

4. Reliability in services means

5. The perishability of services implies that

6. Which of the following is NOT a characteristic of services?

7. Empathy reflects

8. Responsiveness refers to

9. The SERVQUAL model measures service quality using

10. The zone of tolerance in service quality refers to