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uishing character-istics of  services.  Services  are  intangible; they  cannot  be seen  before  they  are purchased. They  are  also inseparable; they  are produced  and consumed  at the same time. In addition, they are perishable; they cannot be stored. Finally, they are  variable;  they  depend  on  a  number  of  factors  (e.g.,  the  skills,  training,personality, mind  set,  and  energy  of  the  service  provider;  the  needs, attitudes,prior experience, skill, and personality  of the service purchaser;  and  fluctuation in demand) that determine the customers' quality of experience during production
and delivery of the service.
Development  of the QUESC Instrument
Conclusions and  Applications


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