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) services depend upon the people who provide them, and the quality of that performance may vary from day to day or employee to employee.
D) training and standardization of service delivery procedures cannot be accomplished.
E) there is too much idle production capacity.
Answer: Because services depend on the people who provide them, their quality varies with each person's capabilities and day-to-day job performance.