To make car maintenance service more tangible to consumers, Speedi-Lube has added a large diagram on one of the waiting room walls of its service centers that shows the underside of an automobile and identifies all of the lubrication points and exactly what work is being done to the car. As part of its physical evidence strategy, Speedi-Lube has:

A. Updated and modernized its ambient evidence
B. Identified physical evidence opportunities
C. Mapped the physical evidence of the service
D. Clarified the roles of the servicescape
E. Recognized the strategic impact of physical evidence


Answer: B

Business

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