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AMA Exam PCM Topic 6 Question 83 Discussion

Actual exam question for AMA's PCM exam

Question #: 83
Topic #: 6

[All PCM Questions]

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 Ammie at Mar 20, 2024, 06:18 AM

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Glory

6 months ago

I see your point, Alease. Intangibility does play a role in this scenario as well.

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Alease

6 months ago

But could it also be related to intangibility? Since Hugo cannot physically see the service being performed.

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Dahlia

6 months ago

I agree with Luke. The inconsistency in service quality at the same salon is a clear example of heterogeneity.

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Luke

6 months ago

I think the scenario shows the aspect of heterogeneity.

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Nana

6 months ago

I see your point, Gerald. Maybe Hugo didn't have a good connection with the stylist the second time around.

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Gerald

6 months ago

But could it also be about inseparability? Like, the connection between the stylist and the customer affecting the service quality?

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Whitley

7 months ago

I agree with Erinn, the inconsistency in service quality is definitely reflected in the scenario.

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Erinn

7 months ago

I think the aspect illustrated here is heterogeneity.

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