Ch. 12-Services and Nonprofit Organization Marketing

Unlike a good, a service is different because its the result of applying human or mechanical efforts to people or objects. Because service quality is a very important part of the Doc Marten brand, tangibility is one of the most important things customers look at. The tangible parts of a service include the physical facilities, tools, and equiptment used to provide the service. The Dr Martens made in England range is creared at the Cobb's Lane Factory, which has been making footwear for over 100 years, and is where the original Dr Marten was created. 
The website specifically says they would exchange any defective boot/shoe for a new one, which creates a reliable relationship between the company and the customer