Common Ground Caf is a service business and faces unique challenges since services have six basic characteristics: intangibility, inseparability of production and consumption, perishability, heterogeneity, client-based relationships.

1. Identify and describe ONE of the five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy). Discuss ways in which you believe Common Ground Caf could enhance the level of service quality they deliver to customers on this one dimension. Include at least one business.