Question

Nicole knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers' __________, the difference between what her customers want and what they will accept before going elsewhere.
A) voice-of-customer quotient
B) empowerment standard
C) tangibles gap
D) zone of tolerance
E) quality gap

Answer 1

Answer:

D) zone of tolerance.

Explanation:

Zone of tolerance: It defined as the service acceptance level of the customer beyond which the customer does not tolerate the service. it is an area between desired service and acceptable service, the acceptable service is the standard service in the market, which is made by advertisements and other communication sources.

In the given case, Nicole is able to deliver the acceptable service to the customer instead of being understaffed as she knows customer´s "zone of tolerance" before going elsewhere.