Karen likes using the servqual scale to measure her clients' perception of the quality of her hair styling salon because it includes assessing which involves the physical facilities and equipment and professional appearance of the stylists. these aspects are very important for the comfort of her clients.

The word that comes in the blank is
"Tangibles".

SERVQUAL is a multi-dimensional research instrument, intended to catch buyer desires and impression of an administration along the five measurements that are accepted to speak to benefit quality. Tangibles are the physical confirmation of the administration, for example, the presence of the physical offices, instruments and hardware used to give the administration; the presence of faculty and correspondence materials and the nearness of different clients in the administration office. 

The answer is congress