Inconsistency in Services Refers to the Fact That

Multiple Choice

Inconsistency in services refers to the fact that

A) there is no regulation of service industries in terms of basic standards of quality.
B) the quality of service provided by a firm is often inconsistent with its image.
C) the performance of one employee may vary from the performance of another employee even though the same firm employs both.
D) training and standardization of service delivery procedures cannot be accomplished.
E) services have a varying degree of durability.