The first time Carol went to take golf lessons she had a golf pro who was very patient with her and who was able to pinpoint what she was doing wrong without making her feel uncoordinated. Her second golf lesson was not nearly as helpful. The golf pro who gave the lesson wanted Carol to watch what he was doing and imitate his swing. He was unable to verbalize his instructions. Carol's experience with the two golf instructors

illustrates the

of service.

$$ a$.$ Perishability

O b$.$ Intangibility

$$ c$.$ Simultaneous production and consumption

$$ d$.$ Heterogeneity