The authors state that is often difficult to obtain hard data about service quality because measurable dimensions are often unavailable. For that reason, services often measure: conformance to warranty processes Customer moods and feelings No. Services do not measure these. The authors state: "Also, the design of the services must take into account such variables as customer moods and feelings because these affect customer perceptions of service quality." (p. 183) But they do not measure moods or feelings. time customer contact