Martha had several unpleasant experiences trying to find the merchandise she needed at a large lumber yard and hardware store.Few of the employees--when she could find them--seemed to know where anything was.But on her most recent visit,she was pleasantly surprised to find that the store had installed kiosks where she could get directions quickly and accurately.The store had found a technological solution to the services marketing issue of __________.
A) intangibility
B) part-time employees
C) perishability
D) inseparability
E) variability

Question

Quizplus · Accepted Answer

The issue being addressed in this scenario is variability, which refers to the challenge of maintaining consistent service quality when employees and customer interactions can vary. The inconsistent service Martha experienced previously was likely due to the variability of employee knowledge and availability. However, the installation of kiosks has solved this issue by providing accurate and consistent information to customers.

Martha Had Several Unpleasant Experiences Trying to Find the Merchandise