
DTS 1012 (CHAPTER 4)
Authored by Mohammed Imran
English
University
Used 5+ times

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17 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
How many possible level of customer expectation available?
3
4
5
6
2.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
"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
3.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
"Level of service that customer hopes to receive". This is referring to
Desired Service
Adequate Service
Zone of Tolerance
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Factors that influenced desired service expectations include all of the following EXCEPT
Internal Factors
External Factors
Situational Factors
Controlled Factors
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
"Achieving one's full potential". This is referring to
Self-Actualization Needs
Self-Esteem Needs
6.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
Internal factors consists all of the following EXCEPT
Individual Needs
Level of Involvement
Social Setting
Demographical Reason
7.
MULTIPLE CHOICE QUESTION
45 sec • 1 pt
Food, water, shelter & rest are the examples of
Physiological Needs
Psychological Needs
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