Unlike tangible goods, virtually all services are susceptible to inconsistency and variations in quality. Why is this so?
A) because services depend on people for their delivery
B) because services cannot be managed due to their intangibility
C) because services are extremely time-and-place dependent
D) because service marketers cut corners to reduce expenses
E) because service marketers set unrealistic customer expectations

Question

Quizplus · Accepted Answer

Services are performed by people, and human beings are subject to different moods, skills, experiences, and limitations. This can result in variations in the quality, reliability, and effectiveness of the service delivery. Additionally, services often require interaction with the customer, who may have different expectations, preferences, and behaviors. Therefore, service providers must train their staff, monitor their performance, and continuously improve their processes to minimize the inconsistencies and optimize the customer experience.

Unlike Tangible Goods, Virtually All Services Are Susceptible to Inconsistency