Customers' tolerance zones vary for different service attributes or dimensions.The_______________ the factor,the __________ the zone of tolerance is likely to be.
A) More important; wider
B) More important; narrower
C) Less important; wider
D) Less important; narrower
E) More important; less important

Question

Quizplus · Accepted Answer

The more important a factor is to a customer, the narrower their zone of tolerance tends to be because they have stricter expectations and less flexibility regarding that aspect of the service.

Customers' Tolerance Zones Vary for Different Service Attributes or Dimensions