It Is Difficult to Maintain Consistent Quality in Services Because

question 180

Multiple Choice

It is difficult to maintain consistent quality in services because

• A) services are nonperishable.
• B) as opposed to products, services are tangible in nature.
• C) the service provider deals directly with the customer and often has to interpret each customer's needs.
• D) variability is reduced as more humans are involved in delivery.
• E) it requires minimum human interaction.

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Definitions:

Wilhelm Wundt

Considered the father of experimental psychology, he established the first psychology laboratory in Leipzig, Germany, in 1879.

John B. Watson

An American psychologist who established the psychological school of behaviorism, emphasizing the study of observable behavior.

Brightness

The attribute of visual perception according to which an area appears to emit more or less light.

Mind Functions

Cognitive, affective, and conative processes and activities carried out by the brain, such as thinking, feeling, and willing.