Rebecca and Heather both visit a coffee shop on the same day and leave feedback about the shop on a popular online restaurant rating site. Rebecca leaves very negative feedback while Heather leaves very positive feedback. This is likely an example of what?
A) Poor customer service for both customers
B) Typical service experienced in a food service setting
C) Variation in service quality
D) Customer warranty claims

Question

Quizplus · Accepted Answer

The fact that Rebecca and Heather had vastly different experiences at the same coffee shop suggests variation in service quality. It is possible that their experiences were affected by different factors such as the time of day they visited, who was working, or what they ordered. This is a common phenomenon in service settings. Poor customer service for both customers (A) or typical service experienced in a food service setting (B) cannot be determined based on this information alone. Customer warranty claims (D) are not relevant to this scenario.

Rebecca and Heather Both Visit a Coffee Shop on the Same