Question

When John checked into his Orlando hotel, the front desk clerk informed John that his room would not be ready for another 20 minutes. John didn't mind waiting; he had arrived well ahead of the standard check-in time and this wait time fell within his ________, the area between his expectations regarding desired service and the minimum level of service he will accept.

Answer 1

Answer:

zone of tolerance

Explanation:

Zone of tolerance refers to the extent between desired and adequate service that represents the extent of service performance that customers will tolerate and feel satisfied with. As a result, because John did not expect to arrive so much in advance, he found it acceptable to wait twenty minutes for his room to be cleaned.