Question

Zone of tolerance in customer relationship management

Answer 1

The Zone of Tolerance Model Of Customer Satisfaction. ... We can define the relationship between customer satisfaction and other variables this way: The Tolerance GAP is the difference between desired service and the level of service considered adequate.

Answer 2

Answer:

The zone of tolerance (ZOT) is defined as “the difference between desired service and the level of service considered adequate” (Zeithaml et al 1993, pg. 6). As may be noted in this definition, the ZOT model recognizes that customers enter service encounters with different expectation levels.