Quality consistency. A worker in a factory that makes Whirlpool appliances can be in a bad mood and customers will never know. Even if there are production problems, quality controls are likely to catch defective goods before they leave the factory. Service quality often isn’t that consistent; one reason is that it’s hard to separate the service experience from the person who provides it. A rude teller in a bank can drive customers away. Service providers also vary in their ability, and problems with the service they deliver are usually obvious to customers. In addition, when many people must all work well together—as in a hospital or on a cruise ship—it’s even more of a challenge to deliver consistent service quality. What are your thoughts?