$33$

${\displaystyle \underset{\text{R}\text{e}\text{l}\text{i}\text{a}\text{b}\text{i}\text{l}\text{i}\text{t}\text{y}}{\overset{\phantom{}}{}}})Tangibles$

Importance

$35$

$30$

$20$

$10$

$5$

Totaletoo points

Dimensions of service quality

$00$:$26$:$17$

Note: The scale ranges from a $g$ indicating very high service quality on a given

service quality dimension to a $1$ indicating very low service quality.

This tool $($refer to the graphic$),$ which helps the Ritz$-$Carlton $($a luxury hotel$)$ is known as the Zone of Tolerance concept. Its purpose is to:

Multiple Choice

measure financial performance of a service

evaluate the quality of its service relative to that of competitors

evaluate employee performance in a service context

understand consumer behavior in a service context