A hotel and resort company launched a new employee program that includes intensive training in different service encounter scenarios. This training program is most likely designed to lessen the problems related to the ________ characteristic of services.
A) perishability
B) intangibility
C) creativity
D) inseparability
E) personalization

Question

Quizplus · Accepted Answer

The inseparability characteristic of services refers to the fact that the production and consumption of the service happen at the same time and cannot be separated. This can lead to problems if the interaction between the employee and the customer is not positive or if the employee is not properly trained in dealing with different service encounter scenarios. Therefore, the intensive training program is most likely designed to lessen these problems related to the inseparability characteristic of services.

A Hotel and Resort Company Launched a New Employee Program