In this module we examine how customers make decisions and how they behave. This short video takes a look at something called the zone of tolerance……something we all have. Think about what you will accept and more importantly what you are not will to accept. Can think of an example? Comment 🙂
Hospitality Marketing One
MKT2235: Learning to solve customer problems in Hospitality
Consumer Behaviour and the Zone of Tolerance
Discussion
23 thoughts on “Consumer Behaviour and the Zone of Tolerance”
Leave a comment
Ian W McVitty
Email: mcvitti@algonquincollege.com
Phone: (613) 727-4723
Drop By: H204C
Creative Commons Licenced
Hospitality Marketing One by Ian W. McVitty is licensed under a Creative Commons Attribution-ShareAlike 3.0 Unported License.
Hospitality Marketing One 
Generally, I am the most tolerant person on the Planet, but without any doubt, I can forget with all about this quality when someone, subject of my patience, testing my limits, pushes things too far, thinking that is a kind of weakness of mine and start looking me somehow from a high-level, with a kind of superiority.
LikeLike
Posted by Clementina Ancu | September 25, 2014, 4:55 amSince you shared an interesting thought, how about this? As we get older and hopefully wiser, our zone of tolerance gets thinner, so we tolerate less. Thoughts?
LikeLike
Posted by Ian W. McVitty | September 25, 2014, 2:13 pmI definitely think that as you get older our zone of tolerance gets thinner and we tolerate less. I personally find that I don’t have as much patience as I did when I was younger.
LikeLike
Posted by Gergana | October 7, 2015, 7:31 pmFor me, twenty years ago, each problem had just two solutions: black or white, yes or no. Meanwhile, having the chance to interact with all kinds of people and with a thirst for knowledge and understanding of human nature, I discovered that every human has rights, passions, desires, weaknesses, interests, just like myself. I understand that everything and every issue is seen by a million people with a different shade of color (unique beings by definition). Now, every time when occurs something that requires tolerance, I try to see the situation through the person’s eyes, mind and heart to find where is “the secret”, where and what is the problem’s key, hoping to be really useful. I often heard from people this expression: “20 years ago, I would not be forgiven/accepted this thing.”
I’ve met some people at an advanced age with a very thin zone of tolerance, but unfortunately, those people had a pain in their soul, they felt unloved and alone, being either abandoned, or forgotten by their children.
LikeLike
Posted by Clementina Ancu | September 25, 2014, 9:29 pmI am convinced that I can tolerate everything except other individuals’ misunderstanding, which make me upset and mad. I know I should be more open-minded and I just endeavor to do my best about what I do. My friend told me that It does not matter other people’s view, just do yourself.
LikeLike
Posted by Anonymous | September 25, 2014, 9:46 pmMengrong
I think your friend is right.
How do you behave as a consumer when you buy a product or service?
Ian
LikeLike
Posted by Ian W. McVitty | September 28, 2014, 1:08 pmI am Mengrong Gao, but I do not know why the button showed Posted by Anonymous??
LikeLike
Posted by Anonymous | September 25, 2014, 9:48 pmYou have to write your details in the boxes below where you write your comment. Also, you have to sign your email up to the website, this way it will fill it in automatically. (There is a box on the homepage on the right side that says something like “sign my email up to receive notifications” write your email in and it should do it automatically (That’s what it does for me) -Reanna
LikeLiked by 1 person
Posted by Reanna | September 25, 2014, 11:56 pmPlease see Reanna’s comment..very good. I also changed the requirements for commenting so you can do it anonymously. Thanks for your question!
Ian
LikeLike
Posted by Ian W. McVitty | September 26, 2014, 12:33 amMengrong,
Another way to comment is to just add your name after the comment….just like you did in your question.
Ian
LikeLike
Posted by Ian W. McVitty | September 26, 2014, 1:17 amTo answer your question sir, yes we do tolerant things less as we get older, i think that this is because for one thing, as we get older we have less patience to deal with things that are annoying or that take up our time, when we are older we want to live life to the fullest because we don’t have that much time left on this Earth, so if we have to wait in line for a long time or deal with rude people, we are going to tolerate these things less then as we did when we were younger. 🙂
LikeLiked by 1 person
Posted by Reanna | September 25, 2014, 11:52 pmI really like this comment, I was in a restaurant in Montreal this summer and was told “you can’t sit there!”. Hard to believe. The whole experience from entering to leaving the restaurant took maybe four minutes 🙂
LikeLike
Posted by Ian W. McVitty | September 26, 2014, 12:35 amSometimes it’s hard to define what I will accept and what I will not. For me, the zone of tolerance can be changed from time to time depending on the situation. Even if it’s the same situation, I sometimes react differently.
LikeLike
Posted by Anonymous | September 26, 2014, 2:20 amI found that as well. It may have something to do with respect. If someone offers poor service but is trying hard and is respectful , I would absolutely understand. Make sense?
LikeLike
Posted by Ian W. McVitty | September 28, 2014, 1:13 pmI will not accept having someone look down upon me when they are providing a service. I’ve had it happen to me a couple of times, so I would ask for some else to help me. Every guest should be treated with the same respect. If I can tell someone’s having a bad day, I would ask if there was something wrong, and inform them how they are coming across, they just might not know how they are treating people.
LikeLike
Posted by Kimberley McCullough | September 26, 2014, 11:36 amYes we have less tolerance as we get older, maybe because of the generation gap.
LikeLiked by 1 person
Posted by Kimberley McCullough | September 26, 2014, 11:44 amIt is entirely possible that the generation gap plays a role , but I feel that today’s younger generation , Gen Y expect a lot more than I did at that age ….
LikeLike
Posted by Ian W. McVitty | September 28, 2014, 1:02 pmI believe that over time our zone of tolerance does change due to the fact that we are getting older, but one thing that should not be tolerated is bad customer service whether we are young or old because we as humans like to be treated with respect.
LikeLiked by 1 person
Posted by Shawn Nageer | September 26, 2014, 1:33 pmI feel that the service industry I changing. Service quality levels are much more casual. Good thing?
LikeLike
Posted by Ian W. McVitty | September 28, 2014, 1:05 pmIf I would have been there in this situation I don’t think so my tolerance level will be managed. Cause my expectations are built based on their charges and what they show up so they should make us feel worth of regarding everything.
LikeLiked by 1 person
Posted by pooja | September 26, 2014, 3:09 pmPooja
Yes you are right.
Price plays such an important part we tolerate. Interesting.
Ian
LikeLike
Posted by Ian W. McVitty | September 28, 2014, 1:16 pmI will accept they don’t have a good environment,but I can’t accept if they don’t have friendly services or staffs. If you are not a five-stars hotels, it’s totally ok, because it’s inside my zone of tolerance. but if there have an unfriendly staff didn’t treat you well, you will feel disappointed already before you start your trip/vacation. I think friendly workers are more important than the hotel services.
LikeLike
Posted by Lubin,YU | October 7, 2015, 7:36 pmThank you Lubin
I agree that friendly workers are most important. The Saltzers could have overlooked everything…..everything, if the workers had been friendly.
Great comment.
Ian
LikeLike
Posted by Ian W. McVitty | October 11, 2015, 12:16 am