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AMA Exam PCM Topic 1 Question 102 Discussion

Actual exam question for AMA's PCM exam
Question #: 102
Topic #: 1
[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?

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Suggested Answer: B

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

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Minna
18 days 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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Reed
22 days 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
28 days 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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Nakisha
16 hours ago
Yeah, it's like a hit or miss every time you go there.
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Aaron
7 days ago
Yeah, you never know if they'll get it right or not.
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India
11 days ago
I love trying out new hairstyles, but it's always a gamble at the salon.
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Rodrigo
21 days ago
I know, it's so frustrating when you can't rely on consistent service quality.
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Jerilyn
28 days ago
I agree with Ines. The inconsistency in service quality is definitely shown in this scenario.
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Ines
1 months ago
I think the aspect illustrated here is heterogeneity.
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