The first time you tried a local restaurant, the food and service was disappointing. However, giving them the benefit of the "doubt" you agree to try the restaurant a second time. Your rationale is that you have a minimum level of service that you would deem satisfactory and a ________ where you believe that service can and should be delivered within.
A) reliability
B) expectations
C) gap
D) zone of tolerance
E) responsiveness

Question

Quizplus · Accepted Answer

The phrase "where you believe that service can and should be delivered within" suggests that the blank refers to a range or zone of acceptable service. This aligns with the concept of "zone of tolerance," which refers to the range of service quality that a customer is willing to accept. Therefore, the correct choice is D) zone of tolerance.

The First Time You Tried a Local Restaurant, the Food