A customer got a great haircut at a salon and went back six weeks later to the same person to get a second haircut.This time,the customer received one of the worst haircuts of his life.The difference between the two haircuts are due to the ________ characteristic of services.

Question

Quizplus · Accepted Answer

Variability is the characteristic of services that refers to the inconsistency in the quality of service delivery due to differences in the skills, knowledge, and attitudes of service providers or in the availability of resources and equipment. In this case, the customer received a great haircut the first time but a terrible one the second time, suggesting that there was variability in the service provided by the same person at the same salon.

A Customer Got a Great Haircut at a Salon and Went