Question

This tool (refer to the graphic), which helps the Ritz-Carlton (a luxury hotel) is known as the Zone of Tolerance concept. Its purpose is to:_________
a) evaluate employee performance in a service context
b) evaluate the quality of its service relative to that of competitors
c) understand consumer behavior in a service context
d) measure financial performance of a service

Answer 1

Answer: understand consumer behavior in a service context

Explanation:

The zone of tolerance typicall has to with how consumers perceive a product which can either be the desired satisfaction or meet the consumers minimum standard.

Therefore, the purpose of the zone of tolerance is to understand consumer behavior in a service context