Capability variety is the difference in how customers view an identical service outcome. What some customers might view as economical and thrifty others might view as cheap and poor value.

Question

Quizplus · Accepted Answer

Capability variety refers to the range of different abilities and skills that a company or an individual possesses, not to the difference in customer perceptions of a service outcome. Customer perceptions of value are more related to perceived quality and value for money rather than capability variety.

Capability Variety Is the Difference in How Customers View an Identical