Nicole knows her restaurant is understaffed today. She is hoping to get through the day without falling below her customers' , the difference between what her customers want and what they will accept before going elsewhere.

Zone Of Tolerance.

Explanation:

In our daily meetings with our customers, it is very important to remember that customer behavior, wants, needs, expectations are very fluid, so they depend on an immediate context, and this applies here. It would be a mistake to think that customers have some consistent rule let’s say they’ll only wait 5 minutes, that they apply to every single interaction.

Also there are some desired, perfect point, but around that point is a zone of tolerance in which all values are acceptable. Also the larger that gap, the more likely the customer will be dissatisfied.

The chief strength of this is that it explains something the expectation models do not know why customers return to companies where the service is bad.