Jack and Amy Are Purchasing Their First Home and Have

Jack and Amy are purchasing their first home and have certain expectations for the mortgage company with which they are working. After a long series of "unexplainable" delays, Jack and Amy become very frustrated and decide to stay in their apartment at least another year. The mortgage company failed to provide service within Jack and Amy's

A) specifications.
B) desired responsiveness.
C) perceptions of quality.
D) service acceptance.
E) zone of tolerance.

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