The first time Jena visited Blue Corals Inn,a restaurant in her neighborhood,she was delighted with the food and service quality.However,the next time she dined at the same place,the restaurant's food and service seemed to have lost its quality.This scenario best illustrates the _____ characteristic of services.
A) perishability
B) tangibility
C) heterogeneity
D) absorptivity

Question

Quizplus · Accepted Answer

The heterogeneity characteristic of services refers to the variability in quality that can occur from one service encounter to the next. This is illustrated in the scenario, where Jena's experience with the food and service quality at the restaurant differed between her first and second visits. Perishability, tangibility, and absorptivity do not apply to this scenario.

The First Time Jena Visited Blue Corals Inn,a Restaurant in Her