It is difficult to achieve consistency and standardization of services because of which service characteristic?
A) customization
B) simultaneous production and consumption
C) intangibility
D) perishability
E) heterogeneity

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability or inconsistency of services due to the involvement of human factors and the inability to control every aspect of the service delivery. This characteristic makes it difficult to achieve consistency and standardization in services, as each service encounter is unique and dependent on multiple factors such as the individual service provider, customer preferences, and environmental factors. Therefore, option E (heterogeneity) is the best choice as the characteristic that makes it difficult to achieve consistency and standardization of services.

It Is Difficult to Achieve Consistency and Standardization of Services