The zone of tolerance Exploring the relationship between service transactions and satisfaction with the overall service

The zone of tolerance Exploring the relationship between service transactions and satisfaction... 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. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png International Journal of Service Industry Management Emerald Publishing

The zone of tolerance Exploring the relationship between service transactions and satisfaction with the overall service

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Publisher
Emerald Publishing
Copyright
Copyright © 1995 MCB UP Ltd. All rights reserved.
ISSN
0956-4233
DOI
10.1108/09564239510084941
Publisher site
See Article on Publisher Site

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.

Journal

International Journal of Service Industry ManagementEmerald Publishing

Published: May 1, 1995

Keywords: Organizational performance; Consumer behaviour; Customer satisfaction; Leisure industries; Operations management; Perceptions; Process design; Quality management; Service industries; Service quality

References

  • Service management: a management focus for service competition
    Gronroos, C.
  • Estimating zones of tolerance in perceived service quality and perceived service value
    Liljander, V.; Strandvik, T.
  • A service quality model based on an ideal value standard
    Mattsson, J.
  • Tolerance Zones in Perceived Service Quality
    Strandvik, T.

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