Services delivered through machinery such as computer kiosks, ATMs, and vending machines can reduce the ____ that comes from increased contact with human employees.
A)intangibility
B)perishability
C)heterogeneity
D)inseparability
E)tangibility

Question

Quizplus · Accepted Answer

Heterogeneity in service delivery refers to the variability in service quality that can occur from one service encounter to the next, often due to the human element involved. By using machinery like ATMs or vending machines, services can be standardized, reducing the variability (heterogeneity) that comes from human interaction.

Services Delivered Through Machinery Such as Computer Kiosks, ATMs, and Vending