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. What do we call such differences in service quality?
A) intangibility
B) variability
C) responsiveness
D) reliability

Question

Quizplus · Accepted Answer

Variability refers to differences in service quality that can occur due to factors such as time of day, employee talent, and employee attitude. The other choices (intangibility, responsiveness, and reliability) do not specifically relate to these factors.

A Masseuse Offers Services to Help Consumers Relax and Feel