Two marketing courses delivered at the same university may vary considerably in terms of quality. Which of the following service characteristics does this example illustrate?
A)Intangibility
B)Variability
C)Inseparability
D)Perishability

Question

Quizplus · Accepted Answer

Variability refers to the inconsistency in the quality of a service due to the involvement of human factors, such as variations in the skills and abilities of instructors in this case. The fact that two marketing courses delivered in the same university may vary considerably in terms of quality is an example of variability.

Two Marketing Courses Delivered at the Same University May Vary