..Choose the correct answer ( multiple choice question)

1. Among different types of dissatisfied customerswho should be considered as the most desired? a) Activists. b) Voicers. c) Irates. d) Passives.

2. For her brother's wedding, Mrs. Ahmed picked the renowned "Feku Miah Caterer". The menu waselaborate and the food tasted excellent. The only problem was that some food came late in some tables. However, guests were very happy and so was Mrs. Ahmed. When she made the payment, she mentioned the problem to Mr. Feku, So he can take care of it in future functions. Thus, as a customer, Mrs. Ahmed is a a) Passive. b) Voicer. c) Irate. d) Activist.

3. Since all tailors have similar problems with deliverydates, we tend to have

a) High adequate expectation b) Low zone of tolerance c) Low explicit service promise d) High zone of tolerance

4. What sort of service situation is metaphorically compared with"moment of truth'"?

a) Low contact service. b) High contact service. c) Customer encounter at the time of emergency. d) Any customer encounter with the provider that providesa lasting impression.