Click on the box next to each answer. Keep track of your own score.

1. Which of the following probably only has credence attributes?
   • A. a used car INCORRECT Many of the attributes on a car can be easily inspected  prior to purchase. While one cannot see the  condition of internal engine parts, one can see if  the paint is scratched, the tires worn, and such.
   • B. an appendix surgery CORRECT Most of us lack the ability to know if a surgery was  performed correctly or incorrectly. We have to  rely on perceptions that we form from the bedside  manner of hospital staff, the cleanliness of the  hospital, and such to form an opinion.
   • C. a retail store INCORRECT While we might not be able to judge some of the services  of a retail store prior to using them (e.g.,  returning a purchase), we can judge many of these  after using them and can judge many of the services  by observing them prior to use.  
   • D. a guitar lesson INCORRECT After a guitar lesson, you might still not know if you  got good coaching and training, so yes, this could  be a good answer. Another answer is probably a  more extreme illustration of credence qualities,  however, because there are a lot more issues about  the guitar lesson that you can observe.
2. Which of the following probably only has experience attributes?
   • A. an automobile oil change. INCORRECT Even after an oil change, most people cannot tell if the  automobile servicing was done correctly. One  could pull the dip stick to see if it looks there  is indeed fresh oil in the engine, but that still  doesn't hint at whether or not the person protected  against getting dirt in the engine while changing  the oil, whether or not the filter was installed  too tight, or whether or not any other engine  issues were checked or inspected during the service  procedure.
   • B. a musical instrument. INCORRECT Actually, many musicians could argue that one cannot  cannot feel the subtle but important qualities of  a musical instrument until after playing it for a  while. However, most of the attributes of a musical  instrument can be assessed by a quick physical inspection.  
   • C. an airline flight. INCORRECT While each individual flight is different - some on time,  some with noisy passengers, some with rough  landings - the general records of different airlines  on specific routes can be inspected prior to booking  a flight.
   • D. a band playing at a wedding. CORRECT Before hiring a band for a wedding, you probably want to  experience the band first. That the band consists  of some number of instruments, or that the players  use some particular brands of instruments, or that  the players have some number of years of experience  is probably irrelevant to you. Some would hire a  band because it was heard at another wedding; if  considering a band never before experienced, one  might visit a bar or dance where the band is  playing in order to experience the outcomes of  consuming this product.
3. The quality of a college course depends not just on the preparation of the instruction, but also on the quality of preparation by the student. This illustrates a special issue associated with services called:
   • A. intangibility. INCORRECT There us very little about a college course that is tangible,  but that is not an issue that directly relates to  service quality.
   • B. nonstandardization. INCORRECT A college course is difficult to standardize. Every section  of even the same course taught by the same professor  is different. The difference between two sections  is often due to the mix of students in the class,  so class discussions go in different directions,  the amount of time spent on different aspects of the  course varies, and such. Although this makes  it difficult to standardize the course so that each  section is taught precisely the same, this is not  the best answer with regard to the issue of quality  that is illustrated above.
   • C. inseparability of production and consumption. CORRECT In the case illustrated here, the student has to take an  active role in producing the product. The instructor  often cannot do good teaching unless the student also  does good learning. That is, the instructor cannot  easily disentangle the process of production from  consumption. See also Answer B; the difficulty  of standardizing service products can also affect  service quality.