The zone of tolerance is defined as the difference between:
A)predicted service and perceived service.
B)predicted service and desired service.
C)desired service and adequate service.
D)adequate service and perceived service.
E)expected service and desired service.

Question

Quizplus · Accepted Answer

The zone of tolerance refers to the range of service performance that a customer deems acceptable. It is the gap between the desired level of service and the minimum level that a customer is willing to accept, which is where adequate service falls. Therefore, the difference between desired service and adequate service defines the zone of tolerance, making option C the correct answer. The other options are either too narrow (options A, B, D) or too broad (option E) to accurately describe the concept of the zone of tolerance.

The Zone of Tolerance Is Defined as the Difference Between