Maureen considers that she has difficult hair; it is thick, curly and is very difficult to manage unless she has a good style cut. Of all the stylists at her local salon, Maureen has found that Lauren gives her a superior cut. Whenever Maureen makes a salon appointment, she always requests Lauren. In the event that Lauren is unavailable, Maureen prefers to reschedule her appointment for a day when Lauren is available rather than settle for one of the other stylists. Maureen is trying to manage the service problem of:

Question

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Maureen is trying to manage the service problem of variability, which refers to the potential for the quality of services to vary greatly depending on who provides them and when they are provided. In this case, Maureen perceives that Lauren provides a superior service compared to the other stylists, indicating her concern with the variability in the quality of the haircuts she receives.

Maureen Considers That She Has Difficult Hair; It Is Thick