The zone of tolerance

Robert Johnston
1995 International Journal of Service Industry Management  
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 influenced
more » ... can be influenced and how the thresholds of the zone of tolerance can be adjusted during the process of service delivery. The paper also considers some of the design implications of the propositions. 1991, Haywood-Farmer and Nollet 1991).
doi:10.1108/09564239510084941 fatcat:bt7hoo2gcbclzfbdjlhh76orna