Within a given hotel reputed for its superior service, one registration-desk employee may be cheerful and efficient, whereas another may be irritable and slow. This exemplifies service variability.

Question

Quizplus · Accepted Answer

Service variability refers to the inconsistency in the quality of service provided by different employees or at different times, even within the same organization or establishment. The example given in the statement illustrates this concept.

Within a Given Hotel Reputed for Its Superior Service, One