A beach resort provides a questionnaire to its customers when they are checking out of the resort that asks customers to rate the service based on different service quality dimensions.The resort will use their answers to check if the services have met customer expectations.Which of the following can be best established by the resort using the collected information?
A)Distributive fairness
B)Zone of tolerance
C)Assurance gap
D)Delivery gap
E)Procedural fairness

Question

Quizplus · Accepted Answer

The collected information can be used by the resort to identify the zone of tolerance, which is the range of service quality that customers perceive as acceptable. By analyzing customer ratings, the resort can determine if they have met customer expectations or if there is a gap between their perceived service quality and actual service quality. This information can be used to identify areas for improvement and to set service quality targets. None of the other options listed (distributive fairness, assurance gap, delivery gap, procedural fairness) are directly related to the concept of the zone of tolerance.

A Beach Resort Provides a Questionnaire to Its Customers When