Saresh owns the Change Now, a salon specializing in the unique hair needs of minority populations. Recently, Saresh has been trying to improve the quality of service received by his customers. However, he has experienced difficulty in finding ways to standardize and control the salon's quality of service. Saresh's problem illustrates which of the following unique features of service?
A)Intangibility
B)Inseparability
C)Perishability
D)Heterogeneity
E)Marketability

Question

Quizplus · Accepted Answer

Saresh's problem of standardizing and controlling the salon's quality of service points towards the unique feature of heterogeneity, which means that services are generally inconsistent and vary from customer to customer, making it difficult to maintain a consistent level of quality.

Saresh Owns the Change Now, a Salon Specializing in the Unique