Question

Flora wants to develop a zone of tolerance analysis for her veterinary practice. what is a zone of tolerance in service quality? what types of questions would she need to ask to conduct her analysis?

Answer 1

A zone of tolerance is zone between what customers expect in their service versus what they are willing to tolerate. She should ask about customers desired level of service. She should ask how the company performs in this area. She should also ask which elements are most important to consumers.