Question

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.

Answer 1

Answer:

Heterogeneity

Explanation:

Heterogeneity characteristics of service implies the variation in the quality of service offered from customers to customers or from day to day. Unlike goods that have homogenous in nature, services are heterogeneous in nature.

Heterogeneity of service means a customer cannot receive the same quality of service at different periods of time. Services received by the same customer at different point in time provided by the same service provider can not be identical.

It can be seen that Jena visited Blue Corals Inn twice and she was satisfied with their food and quality of service the first time. When she visited the second time, it seems the quality of their service has reduced.

This depicts that no two services offered at different periods to the same person gives the same level of satisfaction.

Answer 2

Answer:

Inconsistent

Explanation:

Any business in order to be successful needs to have certain characteristics which helps in building the trust of the customers and eventually leading to a flourishing business.

In the case you have mentioned above in the question, it is evident that the quality of the food was not the same as it was before and this shows the lack of consistency from the restaurant management toward maintaining their food and service quality.

Thank You and Good luck.