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:

Jurgen Habermas

A German sociologist and philosopher known for his theories on communicative rationality and the public sphere.

Consciousness

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

Purposive-Rational Action

Action undertaken towards a specific goal and guided by rational consideration of the means to achieve it.

Jurgen Habermas

A German sociologist and philosopher in the tradition of critical theory and pragmatism, known for his theories on communicative rationality and the public sphere.