Exam 4: Customer Perceptions of Service

The Walt Disney Company dress code requires male cast members with mustaches or beards to trim their facial hair to no longer than one-quarter of an inch and be well-groomed.Male cast members without mustaches and beards must be clean shaven every day.All cast members must keep their nametags visible at all times,have no visible tattoos,and be professional in appearance.The Walt Disney Company's dress code reflects the _____ dimension of service quality.

When considering customer satisfaction/dissatisfaction,the ability of the service providers to correct service delivery system failures is very important.

The _____ dimension of service quality refers to the willingness to help customers and provide prompt service.

When customers have been surprised by a service outcome that is much better or worse than expected,they tend to look for reasons and their assessments of the reasons can influence their satisfaction.These perceived causes of service success or failure are known as:

The most important determinant of perceptions of service quality among U.S.customers is reliability.