16. The ads for a weight loss program that promised the program would change an individual's eating habits through hypnosis is probably overstating its usefulness because there are some people in the world that cannot be hypnotized. This sort of misleading advertising broadens provider of the gaps model of service quality. A. Gap 1 B. Gap 2 C. Gap 3 D. Gap 4 17. Denise said all she expected from the day care at the gym she belonged to was to get her children back at the end of an hour and learn the police had not been called because of something they did. She uses this particular gym because the day care will let her unruly children stay even though it provides only the nominal supervision. Denise has expectations about the day care. A. Desired Acceptable B. Conventional C. Minimum tolerable D. Experience-based 18. Last week, Francine bought a 6-month membership package at Planet Fitness. She plans to exercise at Planet Fitness four days a week by participating in an aerobics class, using the nautilus equipment and having a personal trainer. By the time her 6-month membership expires, Francine hopes to lose 20 pounds, tone and strengthen her muscles, improve her cardiovascular fitness and look and feel more attractive. Francine's expectations for her health and physical appearance reflect her level of service for Planet Fitness. Desired Adequate Transactional Predicted Ideal 19. Jamie desires a haircut that will look just as attractive when she awakens in the morning as it does when she is going out on a date. With the desired haircut, all she has to do to fix her hair is to shake her head. A haircut is adequate when it doesn't have any stray long hairs and it hides her cowlick. Jamie's recent haircut was in her because while it didn't look great all the time, a quick brushing was all that was needed to fix it. A. Zone of tolerance B. Area of acceptability C. Area of impartiality D. Zone of endurance E. Zone of minimal variation 20. Steve, a baseball fan who regularly goes to games right after work, is thirsty and hungry by the time he gets to the ballpark. He hopes and desires that the food and drink vendors will visit his section of the stands frequently. Another fan, Bart, who regularly has dinner elsewhere before he attends games, has a lower level of desired service from the food and drink vendors at the ballpark. In this example, Steve and Bart have different that shape their desired level of service. A. Personal service philosophies B. Personal needs C. Predicted service levels D. Derived service expectations E. Adequate service expectations