DTS 1012 (CHAPTER 4)

How many possible level of customer expectation available?

• 3

• 4

• 5

• 6

"I expect this restaurant to serve me in an adequate manner". This is an example of

• Minimum Tolerable Expectations

• Acceptable Expectations

• Normative Should Expectations

• Ideal Expectations

"Level of service that customer hopes to receive". This is referring to

• Desired Service

• Adequate Service

• Zone of Tolerance

Factors that influenced desired service expectations include all of the following EXCEPT

• Internal Factors

• External Factors

• Situational Factors

• Controlled Factors

"Achieving one's full potential". This is referring to

• Self-Actualization Needs

• Self-Esteem Needs

Internal factors consists all of the following EXCEPT

• Individual Needs

• Level of Involvement

• Social Setting

• Demographical Reason

Food, water, shelter & rest are the examples of

• Physiological Needs

• Psychological Needs

External Factors consists all of the following EXCEPT

• Personal Philosophy

• Social Setting

• Word-of-Mouth

• Cultural Context & Norms

'Prestige and feeling of accomplishment". This is referring to

• Self-Esteem Needs

• Self-Actualization Needs

Promotion, pricing and positioning are the factors under

• External Factors

• Supplier-Controlled Factors

• Internal Factors

• Situational Factors