The correct answer to the given above question is Zone of tolerance.
Explanation:
Zone of tolerance in simpler terms can be defined as the difference between a consumers desired level of service and the level of service a consumer considers adequate. This zone consists a range of various service performance that a consumer considers to be satisfactory. We can see this zone of tolerance when a consumer will stand in a line at a retail store , a consumer would be willing wait longer in the line if he or she thinks that product or service is valuable or a necessity to him and the waiting time would also depend on the type of store it is.
Explanation: In simple words the difference between the level of service desired by the customer from the offeror and the level of service actually provided by the offeror to the customer is called zone of tolerance.
Zone of level can be categorized into three categories - delights, desires and must. The zone tolerance of customer varies with the store image.
Hence, from the above we can conclude that zone of tolerance is the right answer for this question.
