With respect to customer expectations, which of the following best describes the zone of tolerance?
A) It explains situations where customer expectations will be higher than normal.
B) It represents the degree to which customers recognize and are willing to accept variability in performance.
C) It explains situations where customer satisfaction will be exceptionally low.
D) It explains why customers tolerate weak performance when performance is beyond the control of the firm.
E) It explains situations where customers will hold lower than normal expectations.

Question

Quizplus · Accepted Answer

The zone of tolerance refers to the range within which customers are willing to accept variations in service performance. It captures the idea that customers understand that perfect consistency is not always possible and are willing to tolerate some degree of variability as long as it falls within acceptable limits.

With Respect to Customer Expectations, Which of the Following Best