Question

Jack and Luke used the same mechanic to fix their cars. Both were unhappy with recent repairs. Luke who complained because his car was improperly repaired will have a ______ level of adequate service and a _____ zone of tolerance than Jack who did not complain about how poorly his car was running after the mechanic put in new spark plugs and did other maintenance.

Answer 1

Luke will have a lower level of adequate service and a narrower zone of tolerance compared to Jack. Luke's expectations are higher and tolerance for poor service is lower since he complained, while Jack did not voice dissatisfaction, indicating lower expectations and higher tolerance.

Step-by-step explanation:

The question pertains to the concepts of service quality and customer satisfaction within the realm of business, specifically focusing on the adequate service level and the zone of tolerance. Luke, who reported his dissatisfaction about the improper repair, will have a lower level of adequate service and a narrower zone of tolerance than Jack, who did not complain. This difference indicates that Luke's expectations for quality service are higher and his tolerance for service failures is less, given that he voiced his concerns, whereas Jack may have lower expectations or a greater tolerance for service inadequacies, as he did not speak up about his dissatisfaction.