Saresh owns the Change-ezz, a salon specializing in the unique hair needs of minority populations. Recently, Saresh has been trying to improve the quality of service received by his customers. However, he has experienced difficulty in finding ways to standardize and control the salon's quality of service. Saresh's problem illustrates which of the following unique features of service?
A) Intangibility
B) Inseparability
C) Perishability
D) Heterogeneity
E) Marketability

Question

Quizplus · Accepted Answer

Heterogeneity is the unique feature of service that Saresh's problem illustrates. Heterogeneity refers to the variation and lack of consistency in the delivery of services, which makes it difficult to standardize and control the quality of service. As Change-ezz specializes in hair needs of minority populations, the diverse nature of customers adds to the heterogeneity of service.

Saresh Owns the Change-Ezz, a Salon Specializing in the Unique