The area between customers' expectations regarding their desired service and the minimum level of acceptable service is called the:
A)knowledge gap.
B)zone of tolerance.
C)communication gap.
D)voice-of-customer program.
E)standards gap.

Question

Quizplus · Accepted Answer

The area between customers' expectations and the minimum level of acceptable service is known as the "zone of tolerance." It represents the range of service quality that customers are willing to accept. Understanding and managing this gap is critical for meeting customer expectations and increasing customer satisfaction.

The Area Between Customers' Expectations Regarding Their Desired Service and the Minimum