Q214
The difference between desired service and the level of service considered adequate is known as
A.
Service quality
B.
Tolerance zone
AnswerC.
GAP
D.
SERQUAL
Answer: Option B
Solution
Answer: Option B
Solution:
The zone of tolerance (ZOT) is defined as “the difference between desired service and the level of service considered adequate”. The difference between these two expectation standards is the tolerance zone.