Zone of Tolerance


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ZONE OF TOLERANCE

The services provided are varying between organizations, between employees and even with in employees at different times. The extent to which the customers recognize and are willing to accept this variation is called as zone of tolerance. If the service levels fall below this level, customers will be frustrated.

  • Different customers possess different zones of tolerance
  • Zones of tolerance vary for different dimensions for service
  • Zones of tolerance vary for first time and recovery service

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