THE ZONE OF TOLERANCE - EXPLORING THE RELATIONSHIP BETWEEN SERVICE TRANSACTIONS AND SATISFACTION WITH THE OVERALL SERVICE
UNSPECIFIED. (1995) THE ZONE OF TOLERANCE - EXPLORING THE RELATIONSHIP BETWEEN SERVICE TRANSACTIONS AND SATISFACTION WITH THE OVERALL SERVICE. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 6 (2). 46-&. ISSN 0956-4233Full text not available from this repository.
Briefly reviews some of the literature on service quality and in particular the zone of tolerance - the zone of acceptable or expected outcomes in a service experience. Uses the zone of tolerance to explore the relationships between customers' satisfaction with individual transactions, or service encounters, and their satisfaction with the overall service. Provides nine propositions which identify how customers' perceptions of the quality of a service can be influenced and how the thresholds of the zone of tolerance can be adjusted during the process of service delivery. Also considers some of the design implications of the propositions.
|Item Type:||Journal Article|
|Subjects:||H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management|
|Journal or Publication Title:||INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT|
|Publisher:||MCB UNIV PRESS LTD|
|Number of Pages:||0|
Actions (login required)