Question

Name the five types of customer-introduced variability and discuss options that let companies offer a high level of accommodation at low cost or reduced variability without damaging the service experience. Provide your rationale and at least one source.

Answer 1

Explanation:

i. Arrival variability: Customers do not want service at same time or in other words they have different needs at different times. The company can arrange for appointment method.

ii. Request variability: The requirement of customer differ from person to person so better to have different types of skilled employees to satisfy the customer need.

iii. Capability variability:

This is important to hand-hold customer according to the need.

iv. Effort variability:

Depending on the customer, the effort also varies.

v. Subjective preference variability:

A customer demand cannot be satisfied all time and neglected all time.

Example: A restaurant menu cannot keep changing, depending on the maximum request, there will be a change.

Understand from above terms, the company must satisfy the customer and can also reduce the variability but it should show any  damage in service experience.