10 Questions
What is the tolerance zone of a customer who is short on time?
Narrower than usual
Why do customers tend to be less tolerant of poor service when prices increase?
Because they expect better service for the price
What is the relationship between the importance of a service dimension and the zone of tolerance?
The more important the dimension, the narrower the zone
What type of service deficiency are customers most intolerant of?
Unreliable service
What is a factor that can influence an individual customer's zone of tolerance?
The company's pricing strategy
How does the zone of tolerance change when a customer is early for a flight?
It becomes wider
How does the zone of tolerance affect a customer's perception of service quality?
It makes them less tolerant of poor service
How does a customer's zone of tolerance change when they are pressed for time?
It becomes narrower
What is the impact of a company's pricing strategy on customer tolerance?
It makes customers less tolerant of poor service
What is the relationship between service dimensions and the zone of tolerance?
The zone of tolerance varies depending on the service dimension
Test your knowledge of customer expectations in service organizations. Learn about the importance of meeting customer expectations and how it affects service delivery.
Make Your Own Quizzes and Flashcards
Convert your notes into interactive study material.
Get started for free
