A tax accountant may provide a different service experience to two different customers on the same day depending on their individual needs and personalities and on whether she is meeting with them when she is fresh in the morning or tired at the end of the day.This is an example of service _____________.
A) Versatility
B) Heterogeneity
C) Simultaneous production and consumption
D) Perishability
E) Intangibility

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability in service delivery due to differences in customer needs, employee skills, and other factors. In this case, the tax accountant may provide different services to two different customers based on their individual needs and personalities, which is an example of heterogeneity. The other options are not relevant to the scenario described.

A Tax Accountant May Provide a Different Service Experience to Two