Sarah Has a Backache Due to Overexertion

Sarah has a backache due to overexertion.She believes a massage would loosen her back muscles and make her feel better.She is concerned because a massage unlike a pair of shoes cannot be felt before she buys it.When she makes her appointment,she examines the training certificates on the wall,and she carefully reads a brochure that contains testimonials of satisfied customers.The use of certificates of training and customer testimonials is one way the service provider is trying to deal with the service characteristic of:

A) incongruity.
B) inconsistency.
C) intangibility.
D) inseparability.

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