The zone of tolerance refers to the area between customers' expectations regarding their desired service and the minimum level of acceptable service.

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The zone of tolerance concept is a widely accepted idea in the service industry, which highlights the range of service levels that customers find acceptable. It refers to the gap between customers' desired service level and their minimum expectations, and is defined as the range of service performance that lies between what customers are willing to accept and what they expect. It is important for businesses to understand their customers' zone of tolerance and to strive to deliver services that meet or exceed it.

The Zone of Tolerance Refers to the Area Between Customers