Question

Nicky knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers'________, the difference between what her customers want and what they will accept before going elsewhere.

A. voice-of-customer quotient
B. empowerment standard
C. tangibles gap
D. zone of tolerance
E. quality gap

Answer 1

The correct option is D

Step-by-step explanation:

Zone of tolerance is described as the perception of customer range of the service among the minimum as well as the desired acceptable standards. In short, it is described as the lowest level of the performance which customers will accept.

It is the area among the desired service and the adequate service which is acknowledged as the zone of tolerance and state the range of the service performance which customers could tolerate.

So, in this case, it is the zone of tolerance which is the difference among the what the customers desire and what they accept before going elsewhere.

Answer 2

D. zone of tolerance

Step-by-step explanation:

Zone of Tolerance: It is defined as tolerance level of customer, which customer will accept. This zone varies from desired level to minimum acceptable standard that customer can bear. There are few experienced customer who have higher level of desired service from the service provider.

In the given case, Nicky knows her customer´s zone of tolerance before leaving her restaurant, therefore, she is able to manage the service instead of being understaffed today.