Question

Zipcar wants to evaluate the company's service quality by measuring the area between a customer's expectations of desired service and the minimum level of acceptable service. to do this, zipcar can use a marketing metric called the ________.

Answer 1

The fact that Zipcar wants to evaluate the company's service quality by measuring the area between a customer's expectations of desired service and the minimum level of acceptable service means that he is using the marketing metric called zone of tolerance.The zone of tolerance is the difference between desired service and the level of service considered adequate”