A customer got a great haircut at a salon and went back six weeks later to the same person to get a second haircut. This time, the customer received one of the worst haircuts of his life. The difference between the two haircuts is due to the ________ characteristic of services.

Question

Quizplus · Accepted Answer

The variability characteristic of services refers to the fact that services can vary in quality depending on who is providing the service and when/where it is being provided. In this case, the same person provided the service, but there was still a noticeable difference in quality between the two haircuts.

A Customer Got a Great Haircut at a Salon and Went