The DOI matches its Crossref record; 3 of the 3 references it cites were found in a registry or an index.
The zone of tolerance: Exploring the relationship between service transactions and satisfaction with the overall service
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.
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Citations
Cites
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice
Bitner, M. J., & Hubbert, A. R. (1994) · Service Quality: New Directions in Theory and Practice · doi:10.4135/9781452229102.n3 · Cited by 852
Cited by
Competitive and Procedural Determinants of Delight and Disappointment in Consumer Complaint Outcomes
Estelami, H. (2000) · Journal of Service Research · doi:10.1177/109467050023006 · Cited by 195
Reimann, M., Lünemann, U. F., & Chase, R. B. (2008) · Journal of Service Research · doi:10.1177/1094670508319093 · Cited by 191
Metadata
- Authors
- Johnston, R.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 1995-05-01
- Volume
- 6
- Issue
- 2
- Pages
- 46-61
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1492477803
- Cited by
- 278
- References
- 3
- FWCI
- 6.25
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
