When Miranda arrived at her hotel room and saw that the bed sheets had not been changed from the last hotel guest and there were cockroaches in the bathroom, she chose to go elsewhere. An undone, bug-infested room was not in Miranda's ________, which is the difference between what she really wants and what she will accept before looking for another hotel.

Question

Quizplus · Accepted Answer

Miranda's zone of tolerance refers to the range of service quality that she is willing to accept. In this case, the undone bed sheets and presence of cockroaches exceeded her zone of tolerance and therefore she chose to go elsewhere. The other options (delivery gap, zone of intolerance, service gap, and patience zone) are not applicable to this scenario.

When Miranda Arrived at Her Hotel Room and Saw That