Q219
The difference between which two expectation standards is the zone of tolerance?
A.
Desired service, adequate service
AnswerB.
Professional service, adequate service
C.
Desired Service, optimal service
D.
Desired service, advance service
Answer: Option A
Solution
Answer: Option A
Solution:
The difference between Desired service and adequate service are two expectation standards is the zone of tolerance. The customer satisfaction will result as long as customer perception of service performance, fall in this zone of tolerance.