Serving Complimentary Drinks on a Delayed Flight Is an Example

question 13

True/False

Serving complimentary drinks on a delayed flight is an example of empathy being shown by the service personnel to the irate customer.

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Definitions:

Share of Customer

The percentage of an individual customer's purchase of a product that comes from a specific company.

Zone of Tolerance

the range within which customers are willing to accept variations in a product or service's quality.

Customer Expectations

Customer Expectations refer to the preconceived notions or standards that consumers have regarding the quality, performance, and value of a product or service before making a purchase.

Variability in Performance

The degree to which the outcomes or results of a process, such as service delivery, can differ over time.