H&R Block, a major tax preparation firm, reported having a problem with its employees being inconsistent in the filing of returns. The firm is experiencing a problem with which of the following characteristics of the service offering?
A) Tangibility
B) Intangibility
C) Perishability
D) Inseparability
E) Heterogeneity

Question

Quizplus · Accepted Answer

The problem of inconsistency in filing tax returns is related to the heterogeneity characteristic of the service offering. Heterogeneity refers to the variability in the performance of the service, which is often caused by differences in the skills and abilities of the employees delivering the service. In this case, the inconsistency in the employees' performance is leading to variations in the quality of the service, resulting in a challenge for H&R Block to maintain consistency in its service offering.

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