With Respect to Customer Expectations, Which of the Following Best

Multiple Choice

With respect to customer expectations, which of the following best describes the zone of tolerance?

A) It explains situations where customer expectations will be higher than normal.
B) It represents the degree to which customers recognize and are willing to accept variability in performance.
C) It explains situations where customer satisfaction will be exceptionally low.
D) It explains why customers tolerate weak performance when performance is beyond the control of the firm.
E) It explains situations where customers will hold lower than normal expectations.