• A fastfood joint offers a home delivery with a promise of 20 minute window for delivery. On a particular day there was considerable delay in delivery on account of heavy traffic in the city. Since several customers started calling the fastfood joint, the unit manager put the phone in automatic answering mode, which merely repeated "We are on our way to your place". Which of the following statements are true with respect to the service quality?
  

  a. The customers would not have been affected much by this behavior as they have been given a response

  b. The service quality will not be affected as the fast food joint was not responsible for the delay

  c. The Manager has made use of the available technology and communicated appropriately to all the customers

  d. This is an example of how service quality will be also evaluated on the process and not just the outcome

  
  
•