Final answer:
Zones of tolerance refer to the range of acceptable variations in service quality, not desired expectations. Rational expectations predict the future, whereas adaptive expectations adjust based on past experiences.
Step-by-step explanation:
False. Zones of tolerance are not a source of desired expectations. Instead, they represent the range within which customers are willing to accept variations in service delivery. Managing one's reactions to strong emotions involves utilizing metacognition tools to reflect and regulate those emotions. Expectations, such as rational expectations, aim to predict the future based on prior experiences, while adaptive expectations change in response to past events but do not anticipate future occurrences.
False. Zones of tolerance are not a source of desired expectations. Instead, they represent the range of behaviors or opinions that individuals find acceptable or tolerable in a given social or cultural context. These zones can vary depending on factors such as cultural norms, personal beliefs, and individual experiences. It is important to note that zones of tolerance do not necessarily reflect desired expectations, but rather the boundaries of what is considered acceptable.