H&R Block, a major tax preparation firm, reported having a problem with its employees regarding consistency in the filing of returns.The firm is experiencing a problem with which characteristic of the service offering?

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variation in the quality of service provided by different employees or at different times. In this case, the inconsistency in the filing of returns by H&R Block employees indicates a problem with heterogeneity in the service offering.

H&R Block, a Major Tax Preparation Firm, Reported Having a Problem