To define the zone of tolerance,firms ask a series of questions about each service quality dimension that relate to all of the following except
A) the desired and expected level of service for each dimension, from low to high.
B) customers' perceptions of how well the focal service performs, from low to high
C) customers' perceptions of how well a competitive service performs, from low to high.
D) the importance of each quality service dimension.
E) the desired and expected level of service for each dimension, from high to low.

Question

Quizplus · Accepted Answer

The questions that firms ask about each service quality dimension relate to the desired and expected level of service for each dimension, customers' perceptions of how well the focal service performs, customers' perceptions of how well a competitive service performs, and the importance of each quality service dimension. However, the questions do not relate to the desired and expected level of service for each dimension from high to low, making option E the correct answer.

To Define the Zone of Tolerance,firms Ask a Series of Questions