Hannah likes to frequent Citrus,a fine dining restaurant,as she loves its beef lasagna and orders it every time she visits the restaurant.However,during her recent visit,the lasagna she was served was undercooked and starkly different in flavor compared with the ones she had previously eaten at the restaurant.When she informed the manager about it,she learned that the food was cooked by a replacement chef as the usual chef was on leave.In this scenario,which of the following characteristics of services is responsible for the lack of consistency and quality of the food at Citrus?

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability in service quality due to differences in the people and processes involved in creating and delivering the service. In this case, the undercooked lasagna and different flavor could be attributed to the replacement chef who may not have prepared the dish the same way as the usual chef. Therefore, the lack of consistency and quality of the food can be attributed to the heterogeneity of the service.

Hannah Likes to Frequent Citrus,a Fine Dining Restaurant,as She Loves