Services often depend on the people who provide them. As a result, their quality varies with each person's capabilities and day-to-day job performance. This element of services is referred to as
A) incongruity.
B) differentiation.
C) variation.
D) inconsistency.
E) intangibility.

Question

Quizplus · Accepted Answer

Inconsistency refers to the variability in the quality of services due to differences in the capabilities and performance of the people providing them.

Services Often Depend on the People Who Provide Them