Chapter 13 Marketing Application Response Questions 1. You have conducted a zone of tolerance analysis for your local pizza restaurant. You find that the lengths of the reliability and responsiveness boxes are much greater than those of the other three service quality dimensions. You also find that the restaurant is positioned above the zone box on reliability but below the box on responsiveness. What should you tell the manager to do? 2. What should a restaurant server do who is faced with an irate customer who has received undercooked food after a long wait? How can he or she avoid a service failure by being empowered? What should the server do? 3. Assume you were hired by the local grocery store to help assess their service quality. How would you go about undertaking the project