Marketing 3rd Edition by Dhruv Grewal,Michael Levy

تمرين 14

You have conducted a zone of tolerance analysis for a local car wash. You find that the length of the reliability and responsiveness boxes are much greater than those of the other three service quality dimensions. You also find that the car wash is positioned above the zone box on reliability but below the box on responsiveness. What should you tell the manager of the car wash to do?