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.
International Journal of Service Industry Management – Emerald 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
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