A customer got a great haircut at a salon and went back six weeks later to the same person to get another haircut, this time the customer received one of the worst haircuts in his life. The difference between the two haircuts is due to the characteristic of service?

A) perishability B) inseparability C) Variability D) intangibility

The answer is variability (option C)

Explanation:

Variability characteristic of service also known as Heterogeneity is one of the 4 characteristics (other 3 are perishability, intangibility and inseparability) that distinguish a service. It explains that a service may vary in quality or standard from one occasion to the next or from one provider to the other. This explains the reason why a customer who patronizes a particular barbing salon might get a great haircut sometimes and an unsatisfactory cut at other times.

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