A local band performed on campus during a pre-graduation party. The students enjoyed the performance, and some of them were interested enough to buy tickets to see another show at a club downtown. But when they went to that concert, the quality of the performance was much poorer than they had heard and seen on campus. The students' disappointment was the direct result of which characteristic of services?
a.
inconsistency
b.
impressionability
c.
intangibility
d.
invisibility
e.
uniqueness of the service
Answer: inconsistency