The View That Holds Customers Will Abandon Their Efforts to Enter

question 133

Multiple Choice

The view that holds customers will abandon their efforts to enter and navigate a website if download time exceeds eight seconds is referred to as

• A)the stickiness guideline.
• B)the 80/20 principle.
• C)the eight-second rule.
• D)the law of limited patience.
• E)the expedience factor.

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Definitions:

Delivery Gap

The discrepancy between a company's service quality specifications and the actual service delivered to customers.

Zone of Tolerance

The range within which consumers are willing to accept variations in a product or service’s level of quality.

Reservation Policy

A set of rules and guidelines established by a service provider regarding the booking of its services or facilities, often including deposit requirements, cancellation policies, and booking deadlines.

Empowerment

The process of giving individuals or groups the power and resources to make decisions, take actions, and be responsible for their outcomes.