The extent to which customers recognize and are willing to accept variation in service performance is called the ____________:
A) Acceptable variation
B) Extent of indifference
C) Area of acceptability
D) Area of impartiality
E) Zone of tolerance

Question

Quizplus · Accepted Answer

The concept described in the question is commonly known as the "zone of tolerance." This refers to the range of service performance that customers are willing to accept without becoming dissatisfied or noticing a significant difference in the quality of service. This can depend on factors such as customer expectations, the perceived importance of the service, and the availability of alternatives. Understanding the zone of tolerance is important for service providers in managing customer expectations and identifying areas for improvement.

The Extent to Which Customers Recognize and Are Willing to Accept