Don is graduating and takes his relative to dinner after the ceremony.At the restaurant,the waitperson never fills up their water glasses,ignores their requests and seems to "forget" about their table.Don notes that the last time he was at this same restaurant the experience was completely different (and MUCH better).This scenario illustrates the _____ of services.
A)perishability
B)inconsistency
C)intangibility
D)inseparability

Question

Quizplus · Accepted Answer

Inconsistency refers to the variability in quality and performance of services, which can vary due to factors such as employee performance, customer expectations, and other situational factors. In this scenario, Don's previous positive experience at the restaurant shows that the service provided is not consistently good, as it has now become poor. The other options are less relevant to this scenario as they do not directly relate to the issue of variability in service quality.

Don Is Graduating and Takes His Relative to Dinner After