This ppt says about Zone of Tolerance between Desired and Adequate Service.

1. Customer expectation

2.  Service Expectations
 Factors that Influence Customer Expectations of
Service
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3. Customer expectations are
beliefs about service delivery
that serve as standards or
reference. points against which
performance is judged.

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7. Adequate Service
Desired Service
Zone of
Tolerance
← Delights
← Desirables
← Musts
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8. The range of expectations between
desired and adequate…
• can be wide or narrow
• can change over time
• can vary among individuals
• may vary with the type of product/service
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