Variations in service delivery from customer to customer and from time to time will always occur. Which characteristic of the H&T industry does this describe?

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Heterogeneity refers to the variability of service delivery due to differences in customers, employees, and service providers, as well as other situational factors such as time and location. This characteristic is particularly relevant in the H&T industry where service encounters are often complex and dynamic, making it difficult to deliver consistent service quality to all customers at all times.

Variations in Service Delivery from Customer to Customer and from Time