Page 17 - FUNDAMENTAL OF HOSPITALITY INDUSTRY
P. 17
Fundamentals of Hospitality Industry
03 Variability
Services are people-based
products. Services are
inseparable from the person
who offers them. They are
produced and offered by
individuals. Due to this, the
quality of service differs
from person to person, and
from time to time with the
same individual. Therefore
services can not be
standardized. Another reason
for the variability of services
is the involvement of the
guest or customer in the
process of service production
and delivery.
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