Affordable Access

THE ZONE OF TOLERANCE - EXPLORING THE RELATIONSHIP BETWEEN SERVICE TRANSACTIONS AND SATISFACTION WITH THE OVERALL SERVICE

Publisher
MCB UNIV PRESS LTD
Publication Date
Keywords
  • Hd28 Management. Industrial Management
Disciplines
  • Design

Abstract

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.

There are no comments yet on this publication. Be the first to share your thoughts.