Understanding is improved when the speaker tailors language to the audience

Which of the following scenarios makes Tim liable for undue influence?

A) Tim uses a false identity, borrows $10,000 from Kelly, and disappears with the money. B) Tim threatens to kill Carlos if Carlos does not sign a contract that transfers all his property to Tim. C) Tim takes advantage of his grandmother's illness and persuades her to sign a will leaving all her property to him. D) Tim threatens to bring a lawsuit against David if David does not make him a partner in his firm.

In the context of service quality, ________ include the physical appearance of the service facility, the equipment, the personnel, and the communication materials

A) intangibles B) logistics C) features D) tangibles E) aesthetics