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Hannah likes to frequent Citrus, a fine dining restaurant, as she loves its beef lasagna and orders it every time she visits the restaurant. However, during her recent visit, the lasagna she was served was undercooked and starkly different in flavor compared with the ones she had previously eaten at the restaurant. When she informed the manager about it, she learned that the food was cooked by a replacement chef as the usual chef was on leave. In this scenario, which of the following characteristics of services is responsible for the lack of consistency and quality of the food at Citrus?
a. ​Inseparability
b. ​Intangibility
c. ​Perishability
d. ​Heterogeneity