When a firm asks its customers about a service quality dimension that relates to customers' desired and expected level of service, the firm is trying to define the:
A)zone of tolerance.
B)communication gap.
C)responsiveness aspect.
D)delivery gap.
E)standards gap.

Question

Quizplus · Accepted Answer

The zone of tolerance refers to the range of acceptable service quality as perceived by customers. When a firm asks about customers' desired and expected level of service, they are trying to define this zone of tolerance.

When a Firm Asks Its Customers About a Service Quality