Final answer:
True, customers usually notice service when it deviates from the acceptable range, known as the zone of tolerance. Service outside this range can significantly affect customer satisfaction and loyalty, either negatively or positively.
Step-by-step explanation:
The statement that customers typically notice service when it falls outside the zone of tolerance is true. The zone of tolerance refers to the range of service quality that a customer deems acceptable. When service quality falls below or exceeds this zone, it becomes particularly noticeable to customers. A negative service experience is often more memorable and can have a detrimental effect on customer satisfaction and loyalty. Conversely, exceptionally good service can enhance customer satisfaction and loyalty.