Given below are two statements one is labelled as Assertion (A) and the other is labelled as Reason (R). Assertion (A): The minimum level of service the customer expects represents the threshold level of expectations. Reason (R): The gap between the desired and adequate service has been called as the zone of intolerance. In the light of the above statements, choose the most appropriate answer from the options given below:
Assertion (A) and Reason (R) Analysis
Statement (A) correctly defines the minimum level of service a customer expects.
- Assertion (A): The minimum level of service the customer expects represents the threshold level of expectations. This statement is **correct**. The threshold represents the lowest acceptable level of service performance.
Statement (R) incorrectly defines the zone of intolerance.
- Reason (R): The gap between the desired and adequate service has been called as the zone of intolerance. This statement is **incorrect**. The zone of intolerance is the range where service performance falls below the minimum acceptable (adequate) level, leading to customer dissatisfaction. The gap between desired service and adequate service is often termed the zone of tolerance.
Conclusion:
Since Assertion (A) is correct and Reason (R) is incorrect, the most appropriate answer is that (A) is correct but (R) is not correct.
Important Questions from Marketing of Services
- Which one of the following types of retailers is “D Mart” ?
Which one of the following is an example of hybrid service offering?
Which of these are readily accepted distinguishing characteristics of the services that create unique strategic challenges?
A. Inflexibility
B. Perishability
C. Inseparability
D. Intangibility
E. Inscrutability
Choose the most appropriate answer from the options given below:
Survey instruments used to assess customer perception of service quality are called
A. CETSCALE
B. SERVQUAL
C. SERVPREF
D. DINESERV
E. RSQS
Choose the most appropriate answer from the options given below:
Some doctors charge patients for missed appointments because the service value existed only at that point and disappeared when the patient did not show up, is an example of which one of the following four service characteristics?
