Hannah likes to frequent Citrus, a fine dining restaurant, as she loves the beef lasagna there and orders it every time she visits the restaurant. However, during her recent visit, the lasagna she was served was undercooked. When she informed the manager about it, she learned that the food was cooked by a replacement chef as the usual chef was on leave. In this scenario, which of the following characteristics of services is responsible for the lack of consistency and quality of the food at Citrus?

a. ​ Inseparabilityb. ​ Intangibilityc. ​ Perishabilityd. ​ Heterogeneity

D. Heterogeneity

Explanation:

There are different characteristics of service which includes

1. Inseparability

2. Variability

3. Intangibility

4. Heterogeneity

5. Perishability

Heterogeneity is the characteristics of service which is responsible for the lack of consistency in the quality of of the food at citrus.

Heterogeneity of service is the inability of the same service to give the same level of satisfaction at different periods to the same Customer.

Hannah is experiencing the heterogeneity characteristics of service. That is why the once perfectly cooked lasagna that she loves has now become undercooked.