1. Some customers are very good at booking their own plane reservations on an airline's website, while others must call technical support for help. What does this illustrate?
Request variability
Effort variability
Arrival variability
Subjective preference variability
Capability variability
2. Most Starbucks customers consistently throw away their cups and napkins when they are through with their visit, however, some leave them on their tables. What does this illustrate?
Request variability
Arrival variability
Subjective preference variability
Capability variability
Effort variability