You are considering hiring an outside consultant to help you improve your services business. You believe your most pressing issue is how to maintain consistent quality in the delivery of your services. Your customer surveys suggest you need to work on this very important issue. Based on this, you should be looking for a consultant who has experience in dealing with the _______________ issue related to services.
A) inseparability
B) perishability
C) heterogeneity
D) intangibility
E) customer relationship

Question

Quizplus · Accepted Answer

Heterogeneity, or the inconsistency in the delivery of services, is the most pressing issue according to the customer surveys. Therefore, hiring a consultant who has experience in dealing with this issue can help improve the quality of service delivery and address the customer feedback.

You Are Considering Hiring an Outside Consultant to Help You