Question

A local band performed on campus during a pre-graduation party. The students enjoyed the performance, and some of them were interested enough to buy tickets to see another show at a club downtown. But when they went to that concert, the quality of the performance was much poorer than they had heard and seen on campus. The students' disappointment was the direct result of which characteristic of services?

Answer 1

Answer:

inconsistency

Explanation:

This characteristic of service also referred to as heterogeneity, is a function of human involvement in the delivery and consumption process.

Inconsistency occurs largely because different service providers perform a given service on different occasions. The service performed by an individual provider may differ over a period of time because interaction between customer and provider may vary. Every time a service is performed, the process and the customer experience are different.

The performance of the local band on campus during a pre-graduation party, is not of same standard as the concert at the club downtown , as it will depend on a host of factors like preparation, mood, participation of the students, ambiance etc

Answer 2

Answer:

Inconsistency

Explanation:

The first time this local band had played the students enjoyed the oerformance and that informed their decision to buy tickets to see another show at a club downtown. This time around the quality was much poorer than the first performance is a clear sign that the local band has a huge problem with being consistent at what they do. Inconsistency is when there is no improvement or poorer services rendered on any job or work at hand. When you cant get better but get worse there is no consistency.