Question

Describe what you meant by adequate service predicted service and zone of tolerance ?

Answer 1

Answer:

The adequate service expectation is defined as the lowest level of performance that consumers will accept.

the lowest level of performance that consumers will accept. The area between desired service and adequate service is referred to as the zone of tolerance, and represents the range of service performance that customers will tolerate.

The zone of tolerance (ZOT) is defined as “the difference between desired service and the level of service considered adequate”

As may be noted in this definition, the ZOT model recognizes that customers enter service encounters with different expectation levels.

Possible Levels of Customer Expectations

Possible Levels of Customer Expectations Desired service is the level of service that a customer hopes to receive. Adequate service is a threshold of acceptable service. Zone of tolerance is the variation in service that customers recognize and are willing to accept.