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

Robert Johnston (Warwick Business School, University of Warwick, Coventry, UK)

International Journal of Service Industry Management

ISSN: 0956-4233

Article publication date: 1 May 1995

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.

Keywords

Citation

Johnston, R. (1995), "The zone of tolerance: Exploring the relationship between service transactions and satisfaction with the overall service", International Journal of Service Industry Management, Vol. 6 No. 2, pp. 46-61. https://doi.org/10.1108/09564239510084941

Publisher

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MCB UP Ltd

Copyright © 1995, MCB UP Limited