Rachel had several unpleasant experiences trying to find the merchandise she needed at a large home improvement store. The employees-when she could find them-rarely seemed to know where anything was outside of their own departments. But on her most recent visit, she was pleasantly surprised to find that the store had installed kiosks where she could get information quickly and accurately. The store had found a technological solution to the services marketing issue of
A)intangibility.
B)part-time employees.
C)perishability.
D)inseparability.
E)heterogeneity.

Question

Quizplus · Accepted Answer

The issue described is heterogeneity, which refers to the variability in the quality of services provided. By installing kiosks for information, the store aimed to provide a consistent and reliable service experience, addressing the challenge of service variability.

Rachel Had Several Unpleasant Experiences Trying to Find the Merchandise