The service characteristic that reflects the variation in consistency from one service transaction to the next is:
A)inseparability.
B)intangibility.
C)homogeneity.
D)perishability.
E)heterogeneity.

Question

Quizplus · Accepted Answer

Heterogeneity (also known as variability) refers to the fact that each service transaction may differ in consistency due to factors such as the variability in skills of service providers, customer preferences, and external factors such as weather or traffic conditions. This is in contrast to goods, which are typically produced to a uniform quality standard.

The Service Characteristic That Reflects the Variation in Consistency from One