Customers' Tolerance Zones Vary for Different Service Attributes or Dimensions

question 41

Multiple Choice

Customers' tolerance zones vary for different service attributes or dimensions.The_______________ the factor,the __________ the zone of tolerance is likely to be.

• A) More important; wider
• B) More important; narrower
• C) Less important; wider
• D) Less important; narrower
• E) More important; less important

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Definitions:

Message Content

The actual information or meaning conveyed in a communication act.

Inoculation Effect

A psychological phenomenon where exposure to a weakened form of an argument increases later resistance to that argument.

Persuasive Communication

The art of using language, arguments, and appeals to influence the attitude or behavior of others effectively.

Upward Appeal

A strategy of resolving disputes or making requests by escalating them to higher levels of authority within an organization.