The first time Barry brought his car to Auto Lube to have the oil changed he was very satisfied with the service.The service manager consulted him several times while his car was being serviced,asked him if there were any problems with the car,recommended when additional services should be performed and answered questions directly and politely.However,when Barry went back to Auto Lube after three months to have his oil changed again,he was not satisfied with the service.The manager spoke to him only when he arrived and when he paid his bill.In addition,the manager was impatient and unfriendly during the interaction.Barry's experience at Auto Lube illustrates the _____ of services.
A) Intangibility
B) Heterogeneity
C) Simultaneous production and consumption
D) Perishability
E) Divisibility

Question

Quizplus · Accepted Answer

Barry's inconsistent experience at Auto Lube demonstrates the heterogeneity of services, meaning that the quality of services can vary due to the variability in the human element of providing services. In this case, the service manager's behavior and attitude affected Barry's perception of the quality of service provided. The other answer choices do not accurately describe this situation.

The First Time Barry Brought His Car to Auto Lube