The zone of tolerance is the allowable minor service failures that still result in a guest's experience being a positive one.

Question

Quizplus · Accepted Answer

The zone of tolerance is defined as the range of acceptable service quality between the desired level of service and the minimum level of service that is still acceptable to the customer. It refers to the extent to which customers are willing to accept variations in service quality.

The Zone of Tolerance Is the Allowable Minor Service Failures