Kathy has naturally curly hair and has often been disappointed with the haircuts she has received. When she moved to a new town, she approached her new office mates and several strangers with curly hair and asked them where they had their hair cut. She chose to spend considerable effort finding a new hair stylist based on the associated with her purchase decision.

Performance risk

Explanation:

Performance risk can be defined as the concern or risk that a person has when acquiring service and that it does not work effectively. A person may have a concern of not knowing if what he is going to acquire is going to work in the desired way, this is the fear presented by Kathy. Kathy has already had a bad experience regarding her hair, where she has not received the best service in terms of haircuts. After she moved to a new city, she started researching where it can get a good haircut. While it is true that she may find someone who does it well, Kathy still has concerns that it may not look good because of her past experiences.

answer; ///i believe the answer is (d) procedures to control the quailty of your product;