Jack was so enthusiastic about the band he saw performing at a local club last weekend that he persuaded a large group of friends to return to the club to hear the band on Thursday. Unfortunately, the band's Thursday performance was uninspired and at times off-key. The performance differences are due to the ________ characteristic of service.
A) perishability
B) variability
C) creativity
D) personalization
E) responsiveness

Question

Quizplus · Accepted Answer

The variability characteristic of service refers to the fact that services are highly dependent on the people who provide them and the circumstances under which they are provided. In this case, the band's performance varied from one night to the next, which is a common characteristic of services. Perishability refers to the fact that services cannot be stored for later use, creativity and personalization are related to the customization of services, and responsiveness refers to the timeliness of service delivery.

Jack Was So Enthusiastic About the Band He Saw Performing