Which of the Following Service Characteristics Results in Variability of Service

question 76

Multiple Choice

Which of the following service characteristics results in variability of service quality yet provides the opportunity for customizing services to match the specific needs of individual customers?

• A) Homogeneity
• B) Perishability
• C) Heterogeneity
• D) Intangibility
• E) Inseparability

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Definitions:

Planning (P)

The process of setting objectives, developing strategies, and outlining tasks and schedules to achieve the goals.

Implementation (I)

The process of putting a decision or plan into effect; the action that must follow any preliminary thinking in order for something to actually happen.

Control (C)

In management and accounting, this refers to the systems and processes that are used to monitor and manage an organization's financial resources and operations.

Excellence Canada

An organization that promotes organizational excellence and healthy workplace cultures through standards and certifications in Canada.