Which of the following service characteristics results in variability of service quality yet provides the opportunity for customizing services to match the specific needs of individual customers?
A) Homogeneity
B) Perishability
C) Heterogeneity
D) Intangibility
E) Inseparability

Question

Quizplus · Accepted Answer

Heterogeneity, also known as variability, refers to the fact that services are highly dependent on the performance of individual service providers, which can result in fluctuations in quality. However, heterogeneity also allows for customization and tailoring of services to meet individual customer needs, which can be viewed as a positive aspect of service.

Which of the Following Service Characteristics Results in Variability of Service