To define its customers' zone of tolerance, Hotel Raywood asked its customers to assign importance scores to the service quality dimensions and rate the hotel's performance on those dimensions. While analyzing the reports, experts found that most customers had assigned a high score for reliability and a low score for assurance. Also, the hotel had scored high on the responsiveness dimension of service quality.
-The evaluation of service quality by defining the zone of tolerance will help the hotel to reduce which gap?
A)Criterion
B)Knowledge
C)Customer
D)Communication
E)Communion

Question

Quizplus · Accepted Answer

The knowledge gap refers to the difference between customer expectations and management's perception of those expectations. By understanding the zone of tolerance, the hotel can better align its services with customer expectations, thus reducing the knowledge gap.

To Define Its Customers' Zone of Tolerance, Hotel Raywood Asked