Imagine a bereaved family at a funeral home discovering dirty restrooms, a disco ball in the chapel, and loud heavy metal music on the sound system. You would be correct in sayingthe physical environment quality led the family to think less of the overall service quality.the inappropriateness of the service quality was due to poor technical qualities.the overall service quality is not influenced by tangibles.the technical outcome quality of the facility needed fine tuning.interaction qualities led to perceived inequities.

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