Skyline Aviation Is Unable to Gain the Trust of Its

question 10

Multiple Choice

Skyline Aviation is unable to gain the trust of its customers because its ground operations staff is inefficient and discourteous when handling customer queries during service failures.The customers of this airlines are likely to rate it below the zone of tolerance in the dimension.

• A)assurance
• B)reliability
• C)marketing
• D)tangibles
• E)accuracy

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Definitions:

Outgroup Derogation

A phenomenon in which an out-group is perceived as being different from and inferior to the in-group.

Own Group

Own group refers to the social group or category to which an individual identifies as belonging, distinguishing them from other groups.

Unique Individuals

Persons who are distinctive and not like others due to their specific characteristics, experiences, or qualities.

Threats to Self-esteem

Events or circumstances that undermine an individual's sense of self-worth or confidence.