Services delivered through machinery such as computer kiosks, ATMs, and vending machines can reduce the ____ that comes from increased contact with human employees.
A) intangibility
B) perishability
C) inseparability
D) heterogeneity
E) tangibility

Question

Quizplus · Accepted Answer

Heterogeneity in services refers to the variability in service quality that can occur from one service encounter to the next, often due to the human element involved in service delivery. Using machinery like ATMs or vending machines can reduce this variability by standardizing the service experience, thus reducing heterogeneity.

Services Delivered Through Machinery Such as Computer Kiosks, ATMs, and Vending