Question

When John checked into his Orlando hotel, the front desk clerk informed John that his room would not be ready for another 20 minutes. John didn't mind waiting; he had arrived well ahead of the standard check-in time and this wait time fell within his_______ the area between his expectations regarding desired service and the minimum level of service he will accept.

a. service gap.
b. zone of tolerance.
c. zone of intolerance.
d. patience zone.
e. delivery gap.

Answer 1

b. zone of tolerance

Step-by-step explanation:

Zone of tolerance is a concept used in customer service, which refers to the range of service performance that a customer perceives to be satisfactory and tolerable. This zone is between the service performance that the customer expects and the adequate or minimum level of service performance.

Considering the information given in the scenario in the question about John, regarding the time that his room would be ready in line with the standard check-in time, we can infer that his wait time fell within his zone of tolerance, as he doesn't mind waiting since the waiting time he expected is between his expectations regarding desired service and the minimum level of service he will accept.