Hannah likes to frequent Citrus,a fine dining restaurant,as she loves the beef lasagna there and orders it every time she eats there.However,during her recent visit,the lasagna she was served was undercooked.When she informed the manager about it,she learned that the food was cooked by a replacement chef as the usual chef was on leave.In this scenario,which of the following characteristics of services is responsible for the lack of consistency and quality of the food at Citrus?

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability in service quality, which can occur due to differences in who provides the service, such as a replacement chef in this case.

Hannah Likes to Frequent Citrus,a Fine Dining Restaurant,as She Loves