When a Firm Asks Its Customers About a Service Quality

question 51

Multiple Choice

When a firm asks its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:

• A)zone of tolerance.
• B)communication gap.
• C)responsiveness aspect.
• D)delivery gap.
• E)standards gap.

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Definitions:

Implicit Assumption

An unstated belief or premise that influences attitudes, actions, and decisions without explicit acknowledgment.

Behavioral Approach

A methodology focusing on understanding and modifying individuals' behaviors through studying their actions and reactions.

Interpersonal Trust

A psychological state comprising the intention to accept vulnerability based upon positive expectations of the intentions or behavior of another.

Rotter's Research

Studies conducted by Julian B. Rotter, focusing on the psychology of personality, particularly locus of control and its impact on behavior and decision-making.