Last week when Steven visited the Celebrity Club in Chicago, he found the entertainment not up to what he had experienced the first time he visited the blues club in December 2002. During his December visited, he got to see the "Queen of Blues" Koko Taylor perform. On his last visit, there was a B. King imitator performing. This is an example of the _____ of services.

Question

Quizplus · Accepted Answer

This is an example of the heterogeneity of services, which refers to the fact that services can vary from one provider to another, from one customer to another, and even from one time to another, as illustrated by the difference in entertainment quality between Steven's visits.

Last Week When Steven Visited the Celebrity Club in Chicago