The Zone of ________ Is a Range Where a Service

question 99

Multiple Choice

The zone of ________ is a range where a service dimension is deemed satisfactory, anchored by the minimum level consumers are willing to accept and the level they believe can and should be delivered.

• A) immunity
• B) tolerance
• C) reliability
• D) assurance
• E) flexibility

---

Definitions:

Activation Theory

A theory suggesting that effectiveness in activities and performance can be enhanced through the arousal or activation of the central nervous system.

Personality Traits

Enduring characteristics that describe an individual's behavior, such as extroversion, agreeableness, and conscientiousness.

Interactionist Approach

An approach suggesting that individuals’ attitudes and behavior are a function of both dispositions and the situation.

Organizational Behaviour

The study of how individuals and groups act within organizations and how these entities interact with their external environment.