Podcast
Questions and Answers
What is the tolerance zone of a customer who is short on time?
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?
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?
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?
What type of service deficiency are customers most intolerant of?
What is a factor that can influence an individual customer's zone of tolerance?
What is a factor that can influence an individual customer's zone of tolerance?
How does the zone of tolerance change when a customer is early for a flight?
How does the zone of tolerance change when a customer is early for a flight?
How does the zone of tolerance affect a customer's perception of service quality?
How does the zone of tolerance affect a customer's perception of service quality?
How does a customer's zone of tolerance change when they are pressed for time?
How does a customer's zone of tolerance change when they are pressed for time?
What is the impact of a company's pricing strategy on customer tolerance?
What is the impact of a company's pricing strategy on customer tolerance?
What is the relationship between service dimensions and the zone of tolerance?
What is the relationship between service dimensions and the zone of tolerance?
