H&R Block, a major tax preparation firm, reported facing issues with regard to its employees' inconsistency in filing of returns. With which of the following characteristics of the service offering is the firm experiencing an issue?
A) Tangibility
B) Intangibility
C) Perishability
D) Inseparability
E) Heterogeneity

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability and inconsistency in the quality of service delivery, which is the issue H&R Block is facing with its employees' inconsistency in filing returns.

H&R Block, a Major Tax Preparation Firm, Reported Facing Issues