The zone of ________ is a range where a service dimension is deemed satisfactory, anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.
A) immunity
B) tolerance
C) reliability
D) assurance
E) flexibility

Question

Quizplus · Accepted Answer

The description best matches the concept of tolerance zone, which refers to the range of acceptable performance for a service attribute, as perceived by the customer. The tolerance zone is bounded by the minimum level of performance that the customer is willing to accept (the lower limit of tolerance) and the level that the customer believes is desirable or adequate (the upper limit of tolerance). The other options are not directly related to this concept.

The Zone of ________ Is a Range Where a Service