Richard generally frequented Brewz, a coffeehouse chain, when he was in Florida. However, when his company shifted him to China, he found that the Brewz in Shanghai does not offer the same quality service. Which of the following best explains this differential perception in service quality?
A) Companies cannot easily standardize services.
B) Buyers often play important roles in the creation and distribution of services.
C) Services are perishable and intangible.
D) Providers cannot make inventories of their services.

Question

Quizplus · Accepted Answer

Services are inherently difficult to standardize across different locations due to variations in local practices, employee training, and customer expectations, which can lead to differences in service quality.

Richard Generally Frequented Brewz, a Coffeehouse Chain, When He Was