When You Enter a Restaurant and See White Linen Tablecloths

Multiple Choice

When you enter a restaurant and see white linen tablecloths, leather chairs with arms, and soft plush carpeting, you expect a gourmet meal. When you enter a restaurant and see a counter where you place an order, a drink dispenser, ketchup packets, and plastic chairs, you expect fast food. Both of these restaurants rely on _____ to provide physical evidence of the services.

A) responsiveness
B) empathy
C) service encounters
D) tangibles