Sarah has a backache due to overexertion. She believes a massage would loosen her back muscles and help her feel better. She is concerned because a massage, unlike a pair of shoes, cannot be experienced or seen before she buys it. Which characteristic of services is she concerned about?

a. incongruity
b. inconsistency
c. intangibility
d. inventory costs
e. inseparability

C.) Intangibility

Explanation: Goods and services vary in attributes. Some goods do not exhibit physicality, such goods are impossible to hold or examine physically in terms of quantity, weight, texture and other physical factors or attributes of a good. Goods or services of this nature or characteristic is called service Intangibility. In the scenario above, offering massage service is a very good example of intangible service because it cannot be physically examined or felt before purchase unlike goods such as clothes, shoes and other goods which can be physically assessed.

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