Hannah likes to frequent Citrus, a fine dining restaurant, as she loves the beef lasagna there and orders it every time she visits the restaurant. However, during her recent visit, the lasagna she was served was undercooked. 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

The characteristic of services that is responsible for the lack of consistency and quality of the food at Citrus is heterogeneity, which refers to the variability in the quality of service delivery due to differences in the skills, knowledge, and abilities of the service providers. In this case, the undercooked lasagna was a result of a replacement chef who may not have had the same level of expertise as the usual chef, leading to a deviation in the quality of the food.

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