what are some references for The five criteria that consumers typically consider before making a purchase or evaluating a service. Which are as follows: TANGIBLES: The physical facilities, tools, staff, and communication materials' appearance. RELIABILITY: The capacity to deliver the promised service precisely and consistently. RESPONSIVENESS: A readiness to assist clients and render timely service. ASSURANCE: Employees' tact and knowledge, as well as their capacity to inspire confidence and trust. EMPATHY: The company gives each of its clients personalized, considerate care