The concept of __________ refers to the area between customers' expectations regarding desired service and their minimum levels of acceptable service.
A) voice-of-customer programs
B) empowerment
C) the zone of tolerance
D) standards analysis
E) quality gap analysis

Question

Quizplus · Accepted Answer

The concept of Zone of Tolerance refers to the range or difference between customers' desired service and their minimum acceptable service. It helps organizations in measuring and improving customer satisfaction and experience by identifying the gap between the service they provide and what customers expect. Voice-of-customer programs, empowerment, standards analysis, and quality gap analysis are related concepts but don't directly refer to the area between customer expectations and minimum levels of acceptable service.

The Concept of __________ Refers to the Area Between Customers