Heterogeneity refers to the
A) nonphysical nature of services as opposed to products.
B) fact that production and consumption are inseparable for services.
C) greater chances for variation in the performance of services than in the production of products.
D) fact that services cannot be inventoried but must be consumed when performed.

Question

Quizplus · Accepted Answer

Heterogeneity refers to the fact that services differ in performance because they are often produced and delivered by people, who vary in their skills, attitudes, and work habits. In contrast, products can be standardized and produced with consistent quality control. Therefore, there is a greater chance for variation in the performance of services than in the production of products.

Heterogeneity Refers to the