‘Cognitive structures that store our beliefs and expectations about the characteristics of members of social groups’ (Cuddy and Fiske 2002:4) is a definition of ______.

Encourager is a maintenance role in groups.

a. True b. False

The ________ of a service means that it cannot be stored for later use and must be consumed upon delivery

A) inseparability B) perishability C) tangibility D) intangibility E) variability