When Marcus checked into his Las Vegas hotel, the front desk clerk informed Marcus that his room would not be ready for another 20 minutes. Marcus didn't mind waiting; he had arrived well ahead of the standard check-in time and this wait time fell within his ________, the area between his expectations regarding desired service and the minimum level of service he will accept.
A)zone of tolerance
B)delivery gap
C)zone of intolerance
D)service gap
E)patience zone

Question

Quizplus · Accepted Answer

The phrase "zone of tolerance" is used to describe the area between a customer's expected level of service and the minimum level of service they will accept. In this scenario, Marcus didn't mind waiting because his wait time fell within his zone of tolerance. The other options are not applicable in this scenario. The delivery gap refers to the gap between the actual and expected levels of service, the zone of intolerance represents the area beyond the desired level of service where customers are not willing to compromise, the service gap is the difference between the expected service and the actual service received, and the term "patience zone" is not commonly used in service management.

When Marcus Checked into His Las Vegas Hotel, the Front