AMA Exam PCM Topic 1 Question 92 Discussion

Actual exam question for AMA's PCM exam

Question #: 92
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 Nana at Jul 05, 2024, 03:27 AM

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Cassi

4 months ago

This is clearly a case of heterogeneity. The stylist's performance can vary depending on their mood, skill, and the phase of the moon. It's not a standardized, consistent service.

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Elina

4 months ago

As a fellow hair enthusiast, I can relate to Hugo's disappointment. Maybe the stylist was distracted by a killer mullet they had to work on right before Hugo's appointment.

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Beth

3 months ago

D: True, communication is key when it comes to getting the right hairstyle.

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Jenelle

3 months ago

C: Hugo should have communicated more clearly what he wanted.

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Markus

3 months ago

B: Yeah, it's tough when you don't get the result you were hoping for.

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Irma

4 months ago

A: Maybe the stylist was having an off day.

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Maryann

5 months ago

I think it's more about heterogeneity because the service quality varied between visits.

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Leila

5 months ago

I think it's perishability. The hairstyle itself is temporary, and the quality of the service depends on the timing. The stylist may have been having an off day on the second visit.

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Gilbert

3 months ago

C: Yeah, I agree. The fact that Hugo's satisfaction changed on his second visit shows how inseparability plays a role.

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Annmarie

3 months ago

B: I think it's more about inseparability. The service is provided by the stylist directly to the customer.

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Rozella

3 months ago

A: Maybe it's heterogeneity. The service quality can vary depending on the stylist.

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Letha

4 months ago

C) Perishability

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Viola

4 months ago

B) Heterogeneity

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Sue

4 months ago

A) Intangibility

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Brandon

5 months ago

But could it also be perishability? Like the quality of service deteriorated over time.

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Adell

5 months ago

Nah, it's gotta be inseparability. The service is directly tied to the stylist, so the experience can't be separated from the provider. That's why Hugo's second visit didn't live up to the first.

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Quinn

5 months ago

This is clearly about service heterogeneity. The stylist was able to replicate the frohawk perfectly, but failed to deliver the same quality with the mohawk. Service quality can vary even within the same provider.

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