When John Checked into His Orlando Hotel, the Front Desk

question 140

Multiple Choice

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

• A) zone of tolerance
• B) delivery gap
• C) zone of intolerance
• D) service gap
• E) patience zone

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Definitions:

Confidence

The belief in oneself and one's ability to succeed, influencing how challenges and opportunities are approached.

Observational Learning

A form of learning that occurs through watching the behaviors of others and the outcomes of those behaviors.

Reinforcing Factors

Elements or conditions that support the continuation or strengthening of behavior through positive or negative reinforcement.

Habit

A repeated behavior or practice, often performed automatically and with little conscious thought.