When John Checked into His Orlando Hotel, the Front Desk

Multiple Choice

When John checked into his Orlando hotel, the front desk clerk informed John that his room would not be ready for another twenty minutes. John decided he didn't mind waiting, because he had arrived well ahead of the standard check-in time. John didn't mind waiting twenty minutes because this wait fell within his __________, the area between his expectations regarding desired service and the minimum level of service he will accept.

A) zone of tolerance
B) delivery gap
C) zone of intolerance
D) service gap
E) patience zone