At a hotel renowned for its superior service, one registration-desk employee may be cheerful and efficient, whereas another may be irritable and slow. This exemplifies service consistency.

Question

Quizplus · Accepted Answer

The example given does not exemplify service consistency. Service consistency refers to the ability of a service provider to deliver the same level of quality and experience to customers across different interactions or touchpoints. In this case, the two employees are delivering different levels of service, indicating a lack of consistency.

At a Hotel Renowned for Its Superior Service, One Registration-Desk