The hotel manager expressing concern about a relia

Info icon This preview shows pages 89–92. Sign up to view the full content.

View Full Document Right Arrow Icon
the hotel manager expressing concern about? A. Relia bility B. Responsiveness C. Assurance D. Empathy E. Tangibles Reliability is the ability to perform the service dependably and accurately. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-03 Examine the five service quality dimensions. Topic: The Gaps Model 117. (p. 256) Monique was looking for a venue for her wedding reception. When she visited one potential location, she noticed that the landscaping was not complete, and she noticed stained carpet in the lobby. Which of the service quality building blocks caused Monique to select an alternative venue?
Image of page 89

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
The "Tangibles" building block of service quality refers to the appearance of physical facilities, equipment, personnel, and communication materials. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-03 Examine the five service quality dimensions. Topic: The Gaps Model 118. (p. 258) When John checked into his Orlando hotel, the front desk clerk informed John that his room would not be ready for another twenty minutes. John decided he didn't mind waiting, because he had arrived well ahead of the standard check-in time. John didn't mind waiting twenty minutes because this wait fell within his __________, the area between his expectations regarding desired service and the minimum level of service he will accept. A. zone of tolerance B. delivery gap C. zone of intolerance D. service gap E. patience zone The zone of tolerance is the difference between what a customer really wants and what the person will accept before going elsewhere. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-04 Explain the zone of tolerance concept. Topic: The Gaps Model 119. (p. 258) When Jaime arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest. An unchanged bed was not in Jaime's __________, which is the difference between what she really wants and what she will
Image of page 90
accept before looking for another hotel. A. zone of tolerance B. delivery gap C. zone of intolerance D. service gap E. patience zone The zone of tolerance is the difference between what a customer really wants and what the person will accept before going elsewhere. AACSB: Analytic Blooms: Apply Difficulty: 2 Medium Learning Objective: 12-04 Explain the zone of tolerance concept. Topic: The Gaps Model 120. (p. 263-264) Which of the following is not a recommended
Image of page 91

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
Image of page 92
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern