If a nonsmoker dines in a restaurant that does not impose a restriction on smoking, the overall quality of service experienced by the nonsmoking customer probably declines if another customer smokes inside the restaurant. Which of the following service characteristics is illustrated by the scenario?
A) Perishability
B) Inseparability
C) Heterogeneity
D) Intangibility
E) Homogeneity

Question

Quizplus · Accepted Answer

Inseparability refers to the fact that services are produced and consumed simultaneously, and the presence of other customers can affect the service experience. In this scenario, the smoking of another customer negatively impacts the nonsmoker's dining experience, illustrating inseparability.

If a Nonsmoker Dines in a Restaurant That Does Not