Jack Was So Enthusiastic About the Band He Saw Performing

Multiple Choice

Jack was so enthusiastic about the band he saw performing at a local club last weekend that he persuaded a large group of friends to return to the club to hear the band on Thursday. Unfortunately, the band's Thursday performance was uninspired and at times off-key. The performance differences are due to the ________ characteristic of service.

A) perishability
B) variability
C) creativity
D) personalization
E) responsiveness