Asked by Shelia Marcano on Apr 28, 2024
Verified
Katie has been assigned the task of determining the zone of tolerance for the restaurant's reservation policy. What does Katie need to determine?
A) The earliest and latest times customers typically request a reservation.
B) The length of time customers are willing to wait in the lobby before being seated at a table.
C) Whether or not customers prefer to call to make a reservation or use an app to make a reservation.
D) Whether the existing reservation system is sufficient in serving the customers.
E) The difference between the expectation customers have regarding the reservation policy and what they will accept before dining elsewhere.
Zone of Tolerance
The range within which consumers are willing to accept variations in a product or service’s level of quality.
Reservation Policy
A set of rules and guidelines established by a service provider regarding the booking of its services or facilities, often including deposit requirements, cancellation policies, and booking deadlines.
- Understand the significance of identifying and satisfying or exceeding what customers expect.
Verified Answer
VM
Victoria MoralesApr 29, 2024
Final Answer :
E
Explanation :
The zone of tolerance refers to the range between what a customer expects and what they are willing to accept before choosing a competitor. In this case, Katie needs to determine the difference between the expectation customers have regarding the reservation policy and what they will accept before dining elsewhere, in order to establish the zone of tolerance.
Learning Objectives
- Understand the significance of identifying and satisfying or exceeding what customers expect.
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