Consumer expectations include a zone of tolerance, which falls between which service levels?
A)Desired service and adequate service
B)Desired service and predicted service
C)Adequate service and predicted service
D)Desired service and individual needs
E)Adequate service and situational factors

Question

Quizplus · Accepted Answer

The zone of tolerance falls between the desired service level (what the customer wants) and the adequate service level (the minimum level of service the customer is willing to accept). Therefore, option A is the correct choice.

Consumer Expectations Include a Zone of Tolerance, Which Falls Between