Which of the following aspects is directly responsible for determining the zone of tolerance of
_____ represents the difference between what the customer really wants and what he or she will
accept before going elsewhere.
The service quality dimension of assurance refers to:
_____ refers to customers perceptions of how well a service meets or exceeds their expectations
and is often difficult for customers to evaluate.
Empowerment of employees helps to address the delivery gap because:
By setting appropriate service standards and measuring service performance, firms can attempt to
close a __________ gap.
The customers at Marielle's coffee shop want to grab a quick cup of coffee before boarding the
commuter train into the city. The sign in the window promises ""Quick, In-and-Out Service,"" and
usually Marielle's keeps that promise. But one morning, customers were frustrated when the staff
behind the counter was more interested in gossiping about their social lives than in waiting on
customers. Marielle's shop is suffering from a _____.
Hugo, impressed by a popular NFL star's frohawk hairstyle, visits Angelo's Hair Salon to get the same
hairstyle. The stylist at Angelo's is very good and gives Hugo the exact style that he wants. Having
received good service, Hugo visits Angelo's three months later to get a mohawk hairstyle. This time,
Hugo is not satisfied with the end result and decides not to come back to Angelo's again. Which of
following aspects of a service is illustrated in this scenario?
Lilli visits her hair stylist to get a haircut. Lilli wants to know how she would look after the haircut.
Unlike a dress, Lilli cannot try a haircut before she gets it. Lilli's inability to get a partial haircut or a
preview of it illustrates the _____ of a haircut.
How can firm decrease the depth of the product mix?