Inconsistency of services refers to the idea that
A) there is no regulation of service industries in terms of basic standards of quality.
B) the quality of service provided by a firm is often inconsistent with its image.
C) the performance of one employee may vary from the performance of another though the same firm employs both.
D) training and standardization of service delivery procedures cannot be accomplished.
E) services have a varying degree of durability.

Question

Quizplus · Accepted Answer

Inconsistency of services refers to the variability in service quality, which can occur because different employees may perform the same service differently, even within the same firm.

Inconsistency of Services Refers to the Idea That