With Respect to Customer Expectations, Which of the Following Best

question 24

Multiple Choice

With respect to customer expectations, which of the following best describes the zone of tolerance?

• A) It explains situations where customer expectations will be higher than normal.
• B) It represents the degree to which customers recognize and are willing to accept variability in performance.
• C) It explains situations where customer satisfaction will be exceptionally low.
• D) It explains why customers tolerate weak performance when performance is beyond the control of the firm.
• E) It explains situations where customers will hold lower than normal expectations.

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Definitions:

Conscious Experiences

Refers to phenomena that encompass all the experiences that are felt or lived through by an individual.

Nature-Nurture

The debate concerning the relative importance of an individual's innate qualities versus personal experiences in determining or causing differences in physical and behavioral traits.

Locus of Control

Locus of control is a psychological concept that refers to an individual's belief about how much control they have over the outcomes or events in their life.

Consciousness

The state of being aware of and able to think about one's self, surroundings, and thoughts.