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This paper 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. The paper 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. Nine propositions are provided which identify how customers' perceptions of the quality of a service can be influenceddoi:10.1108/09564239510084941 fatcat:bt7hoo2gcbclzfbdjlhh76orna