To Define the Zone of Tolerance,firms Ask a Series of Questions

Multiple Choice

To define the zone of tolerance,firms ask a series of questions about each service quality dimension that relate to all of the following except

A) the desired and expected level of service for each dimension, from low to high.
B) customers' perceptions of how well the focal service performs, from low to high
C) customers' perceptions of how well a competitive service performs, from low to high.
D) the importance of each quality service dimension.
E) the desired and expected level of service for each dimension, from high to low.