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Customer Expectations in Service Organizations

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Customer Expectations in Service Organizations

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Questions and Answers

What is the tolerance zone of a customer who is short on time?

Unaffected by time constraints

Wider than usual

Does not affect the service provider

Narrower than usual (correct)

Why do customers tend to be less tolerant of poor service when prices increase?

Because they expect better service for the price (correct)

Because they are more aware of the company's profits

Because they are more sensitive to price changes

Because they feel ripped off

What is the relationship between the importance of a service dimension and the zone of tolerance?

The more important the dimension, the wider the zone

The zone of tolerance is unaffected by the dimension's importance

There is no correlation between the two

The more important the dimension, the narrower the zone (correct)

What type of service deficiency are customers most intolerant of?

Unreliable service Signup and view all the answers

What is a factor that can influence an individual customer's zone of tolerance?

The company's pricing strategy Signup and view all the answers

How does the zone of tolerance change when a customer is early for a flight?

It becomes wider Signup and view all the answers

How does the zone of tolerance affect a customer's perception of service quality?

It makes them less tolerant of poor service Signup and view all the answers

How does a customer's zone of tolerance change when they are pressed for time?

It becomes narrower Signup and view all the answers

What is the impact of a company's pricing strategy on customer tolerance?

It makes customers less tolerant of poor service Signup and view all the answers

What is the relationship between service dimensions and the zone of tolerance?

The zone of tolerance varies depending on the service dimension Signup and view all the answers