The zone of tolerance identifies
A. the difference between what a customer really wants and what the customer is willing to accept before going elsewhere.
B. the correlation between the price of a service and the satisfaction received from that service.
C. the difference between what the company promotes and what it actually delivers.
D. the full range of service delivery performance.
E. the variation in service positioning.
Answer: A. the difference between what a customer really wants and what the customer is willing to accept before going elsewhere.