This activity is important because services have four distinct differences from tangible products: intangibility, inconsistency, inseparability, and inventory. Collectively known as the four l$\text{'}$s of services, these attributes present unique challenges for marketing managers.

The goal of this activity is to demonstrate your understanding of the four l$\text{'}$s of services.

For each description, select the correct answer.

Class Choice$-$You are a junior transfer student at your university trying to make your fall schedule. The problem is that you don't have any experience with these new professors and don't have any friends to ask. Making a good schedule is proving to be very difficult!

Airline Flight$-$An airline flight takes off from New York to Los Angeles. One week before the flight, the airline offered the remaining seats at a deep discount through an Internet travel website to reduce the number of unsold seats to a minimum. $1$

Restaurant$-$Two friends went to one of their favorite restaurants for lunch. Previously, both of them had wonderful experiences and enjoyed the food immensely. This time, however, the server was slow to take their order, the food was slow to arrive at their table, and on top of all that, the food was cold. $1$

Day Spa$-$The manager of a day spa understands that its customers patronize the spa to receive some indulgent relaxation. On Thursday, Jane comes in to work in a horrible mood because she just had a fight with her boyfriend. Management does not want to risk Jane's bad mood becoming apparent to her clients because, from the customer's perspective, the massage and the masseur are one and the same. Therefore, Jane's clients are rescheduled or reassigned that day while Jane does some backroom inventory work.

Hair Salon$-$Like most service customers, customers of Sophia's Salon do not separate the hairdresser from the haircut. Therefore, Sophia's Salon management stresses to all of its stylists the importance of building an excellent rapport with their customers to increase both the haircut's perceived quality and value of the customer$-$stylist interaction.

Painter$-$You've just purchased your first home and decided to hire a painter to help freshen up the place. You hire the painter that many of your co$-$workers rave about. After the job is completed you are terribly disappointed$-$the paint is sloppy, areas seem to be missing the second coat, and paint was dripped on the carpet.

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