AMA Exam PCM Topic 1 Question 102 Discussion

Actual exam question for AMA's PCM exam

Question #: 102
Topic #: 1

Hugo, impressed by a popular NFL star's frohawk hairstyle, visits Angelo's Hair Salon to get the same hairstyle. The stylist at Angelo's is very good and gives Hugo the exact style that he wants. Having received good service, Hugo visits Angelo's three months later to get a mohawk hairstyle. This time, Hugo is not satisfied with the end result and decides not to come back to Angelo's again. Which of following aspects of a service is illustrated in this scenario?

AIntangibility

BHeterogeneity

CPerishability

DInseparability

ENonstorability

Show Suggested Answer

Suggested Answer: B

by Horace at Oct 24, 2024, 09:44 AM

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Claribel

22 days ago

I'm going with B) Heterogeneity. The variable quality of service at Angelo's is a perfect illustration of how services can be hit or miss. Maybe they should hire a psychic stylist to ensure consistent results.

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Ceola

23 days ago

This scenario is all about B) Heterogeneity. One day the stylist is a master, the next they're more like a hairy disaster. Gotta love those unpredictable service experiences!

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Demetra

9 days ago

I love trying out new hairstyles, but sometimes it's hit or miss.

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Minna

1 months ago

Definitely B) Heterogeneity. Angelo's stylists must have been playing a game of 'Hairstyle Roulette' with poor Hugo. Consistency is key in the service industry, apparently not at Angelo's though!

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Xochitl

5 days ago

I agree, it's important for service providers to maintain a certain level of quality.

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Mari

7 days ago

It's a shame that Hugo had a bad experience, but it happens sometimes.

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Wilford

12 days ago

Maybe Hugo should have communicated more clearly what he wanted.

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Joana

14 days ago

I know right, consistency is so important in the service industry.

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Reed

2 months ago

I'm going with B) Heterogeneity. The stylist's ability to deliver the same hairstyle varied, which is a textbook example of the inconsistent nature of services.

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Blythe

2 months ago

The inconsistent service quality at Angelo's Hair Salon clearly demonstrates the heterogeneity aspect of services. One day the stylist nailed it, the next they missed the mark. Gotta love that unpredictability!

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