A scale has four response descriptors (such as "Strongly agree," "Somewhat agree," etc.). This scale is more likely to be a nonforced-choice scale.

A firm should seek to increase service tangibility by _____

a. adding computers b. utilizing only the services of the owner c. offering warranties d. matching demand and supply

Which service quality attribute deals with the physical facilities of the service provider?

a. access b. reliability c. tangibles d. communication