Consumers have a _____ zone of tolerance and _____ expectations for recovery service than first-time service.
A) Narrower; lower
B) Narrower; higher
C) Wider; lower
D) Wider; lower.
E) Same; same

Question

Quizplus · Accepted Answer

Consumers have a narrower zone of tolerance and higher expectations for recovery service than first-time service. This is because when a service failure occurs, consumers have already formed expectations based on their previous experience. They now have a more precise idea of what they want and will be less forgiving of any errors or shortcomings in the recovery process. As a result, their zone of tolerance becomes narrower, and their expectations for recovery service become higher.

Consumers Have a _____ Zone of Tolerance and _____ Expectations

Consumers Have a _ Zone of Tolerance and _ Expectations