To reduce the uncertainty created by properties, service consumers turn to personal sources of information such as opinion leaders, early adopters, and reference group members during the purchase decision process.
a. search
b. credence
c. experience
d. expertise
e. quality

The correct answer is (B)

Explanation:

The uncertainty is generally created by credence .Organisations have certain properties or attributes that the customer may discover difficult to assess considerably after buy or utilization. To diminish the exposure made by credence properties, customers go to individual sources of data, for example, inventors, early adopters, and some might even visit reference groups during the decision procedure.

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