Alix knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers'________, the difference between what her customers want and what they will accept before going elsewhere.

Question

BlackTom AI · Accepted Answer

Alix is dealing with customer expectations and the acceptable range within which customers will tolerate service before choosing to switch. 
Option 1: 'tangibles gap' — Although tangibles (the physical evidence of a service) can create gaps, the term 'tangibles gap' is not the standard descriptor for the tolerance range between desired and accepted service. It mislabels the concept and could confuse with a broader service gap framework. 
Option 2: 'voice-of-customer quotient' — This sounds like a playful or invented metric, but it is not an established term in service marketing or operations for measuring tolerance. It does not describe the specific buffering zone customers have. 
Option 3: 'empowerment standard' — This phrase would relate to how empowered employees feel or how policies empower staff, not to customers’ acceptable range of service levels. It misses the customer-centric tolerance idea entirely. 
Option 4: 'quality gap' — The quality gap generally refers to the difference between perceived quality and expected quality, or similar contrasts, but it is not the precise term for the acceptable range before customers defect. 
Option 5: 'zone of tolerance' — This is the correct concept: the zone of tolerance is the range between what customers want (desired service) and what they will accept (adequate service) before they become dissatisfied or switch to a competitor. This matches the description in the question about the difference between what customers want and what they will accept before going elsewhere.

MKTG:3000 Fall25 Final Exam - Requires Respondus LockDown Browser

Alix knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers'________, the difference between what her customers want and what they will accept before going elsewhere.

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