Exam 3: Customer Expectations of Service

Companies that ask customers about their service expectations raise the customers' levels of expectations.

Velma was preparing to take her first airplane trip in more than 20 years.One of the primary reasons why she has not flown is because she is over 6-feet tall and the closeness of the seats made her extremely uncomfortable.Just prior to making plane reservations,she saw an article in a travel magazine congratulating United and American Airlines for increasing the room between passenger seats.She did not have time to read the whole article-just the first paragraph.She made her reservations on United Airlines with the expectation that she would not have to feel like she was "shoe horned" into her seat.When she boarded the plane,she was struck with how close the seats appeared.It wasn't long before she learned that United had only increased the room for the first six rows and American had made sure that every seat had extra room.Velma's service expectation levels were shaped by:

While the zones of tolerance may vary because of differing personality types,they are stable with relation to the importance of the service dimensions.

John's flight on United Airlines from Chicago to San Francisco departed 2 hours late because of a snowstorm in Chicago.The snowstorm that delayed John's flight is a(n):

After his home was burglarized,Rich became concerned about the safety of his wife and three children since he often traveled out-of-town on business.To prevent further burglaries and ensure his family's safety,Rich decided to purchase a home security system from ADT Security Systems.Rich's expectation that an ADT home security system will protect his family and prevent future burglaries is influenced by his ____________.