Which service characteristic is substantial,difficult to control,and highly dependent on an employee's delivery?
A) perishability
B) tangibility
C) homogeneity
D) intangibility
E) heterogeneity

Question

Quizplus · Accepted Answer

Heterogeneity refers to the variability in the performance of services, which can be substantial and difficult to control, often depending on the individual employee delivering the service. This characteristic highlights the challenge in ensuring consistent service quality.

Which Service Characteristic Is Substantial,difficult to Control,and Highly Dependent on an Employee's