Because of a service's ____, standardization and quality are difficult to control.
A) intangibility
B) inseparability
C) homogeneity
D) heterogeneity
E) perishability

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability in the quality and consistency of services due to their inherent nature of being performed by people, who have different skills, attitudes, and experience. As a result, it is difficult to control and standardize the quality of services. The other options, such as intangibility, inseparability, homogeneity, and perishability refer to other aspects of services that affect their marketing and operations, but not necessarily their standardization and quality control.

Because of a Service's ____, Standardization and Quality Are Difficult