The Degree to Which the Service Experience Can Fall Below

question 17

Multiple Choice

The degree to which the service experience can fall below expectations without resulting in any loss in customer satisfaction is known as the:

• A) Zone of tolerance
• B) Zone of acceptance
• C) Service product
• D) Physical product

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Definitions:

Susceptible

Likely to be influenced or harmed by a particular condition or phenomenon.

Operational Risk

The risk of loss resulting from inadequate or failed internal processes, people, and systems, or from external events.

Remote Employees

Workers who are employed by a company but perform their job duties from a location outside of the traditional office environment, often from home or another remote setting.

Business Strategy

The plan and actions a company takes in order to achieve its business goals and to secure a competitive position in the market.