To Define Its Customers' Zone of Tolerance, Hotel Raywood Asked

question 55

Multiple Choice

To define its customers' zone of tolerance, Hotel Raywood asked its customers to assign importance scores to the service quality dimensions and rate the hotel's performance on those dimensions. While analyzing the reports, experts found that most customers had assigned a high score for reliability and a low score for assurance. Also, the hotel had scored high on the responsiveness dimension of service quality.
-The evaluation of service quality by defining the zone of tolerance will help the hotel to reduce which gap?

• A)Criterion
• B)Knowledge
• C)Customer
• D)Communication
• E)Communion

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Definitions:

ROI

Return on Investment, a financial metric used to measure the efficiency and profitability of an investment.

Demographic Segmentation

The segmentation of a market into different groups according to factors like age, gender, income, occupation, and education levels.

Consumer Markets

Markets comprised of individuals and households that purchase goods and services for personal use.

Future Profit

The expected earnings or economic benefits that a company or investment will generate in future periods.