There is a ________ where consumer perceptions on a service dimension would be deemed satisfactory, anchored by the minimum level consumers would be willing to accept and the level that customers believe can and should be delivered.
A) perceived forgiveness
B) zone of forgiveness
C) zone of tolerance
D) value definition
E) empathy

Question

Quizplus · Accepted Answer

The described concept is known as the "zone of tolerance," which refers to the range of acceptable variations in a service dimension according to consumer expectations. It is defined by the minimum and desired levels of performance that customers perceive as acceptable, and it represents the area where deviations from the ideal level of service may be tolerated without significantly affecting customer satisfaction. Therefore, option C is the most appropriate answer. Options A, D, and E are not related to this concept, and option B is too vague and ambiguous.

There Is a ________ Where Consumer Perceptions on a Service