Amanda is a masseuse at a massage parlor. The fact that the first massage she gives each day is better than the last massage, demonstrates the
A) heterogeneity
B) customer contact aspect
C) intangibility
D) inseparability
E) perishability

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability in service quality, meaning that the quality of service can vary from one service encounter to another, as seen in Amanda's massages.

Amanda Is a Masseuse at a Massage Parlor