Skyline Aviation Is Unable to Gain the Trust of Its

question 102

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 which dimension?

• A) Assurance
• B) Durability
• C) Marketing
• D) Tangibles
• E) Accuracy

---

Definitions:

Human Needs

Fundamental requirements necessary for individual well-being, including physiological, safety, love/belonging, esteem, and self-actualization needs as described by Abraham Maslow.

Self-Fulfilling Prophecy

A prediction that directly or indirectly causes itself to become true, due to positive feedback between belief and behavior.

McGregor

Refers to Douglas McGregor's Theory X and Theory Y, which describe two contrasting models of workforce motivation and management.