It’s also referred to as heterogeneity or variability. The inconsistency occurs largely because of

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  • Different service providers perform differently on different occasions.
  • Interaction between customer and provider may vary from customer to customer.

Standardization is hard to maintain. Every doctor is not the same and may not give the same diagnosis. Also a patient may not each diagnosis in a different way. Also since the quality of work done can be determined only after the service is performed the providers have to be well trained in case of performing the service process.

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