The fact that the first massage Gretchen gives each day is better than the last massage demonstrates the ____ of services.
A) heterogeneity
B) customer contact aspect
C) intangibility
D) inseparability
E) perishability

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability of services due to differences in the people providing the service, the methods used to provide the service, and the circumstances under which the service is provided. The fact that Gretchen's first massage is better than her last suggests that there is some variability in the quality of her services, which is a characteristic of heterogeneity. The other options (customer contact aspect, intangibility, inseparability, and perishability) do not directly apply to this scenario.

The Fact That the First Massage Gretchen Gives Each Day