1. The five dimensions of SERVQUAL are

2. The variability of services means that

3. Empathy reflects

4. The service profit chain links service quality with

5. The zone of tolerance in service quality refers to

6. Reliability in services means

7. The fact that services cannot be separated from their providers reflects

8. A distinguishing feature of services marketing is the need for

9. Interactive marketing refers to

10. The SERVQUAL model measures service quality using