A masseuse offers services to help consumers relax and feel better.The time of day,the level of talent of the masseuse,and the masseuse's attitude at the time of service may determine the quality of service the patron receives.This is an example of differences in service quality referred to as which of the following?
A)intangibility
B)variability
C)responsiveness
D)reliability

Question

Quizplus · Accepted Answer

Variability refers to differences in service quality due to factors such as time of day, employee talent, and attitude, which are all mentioned in the scenario. Intangibility refers to the fact that services cannot be measured or seen, responsiveness refers to willingness to help customers, and reliability refers to consistency in quality over time.

A Masseuse Offers Services to Help Consumers Relax and Feel