search query: @indexterm Service quality / total: 221
reference: 9 / 221
| Author: | Zainol, N. A. Lockwood, A. Kutsch, E. |
| Title: | Relating the zone of tolerance to service failure in the hospitality industry |
| Journal: | Journal of Travel & Tourism Marketing
2010 : APR-MAY, VOL 27:3, p. 324-333 |
| Index terms: | service restaurants service quality United Kingdom |
| Language: | eng |
| Abstract: | The article examines the concept of tolerance zone and its relation to service encounter perceptions. The study is conducted as a simulated restaurant service experience, with British academic staff and research students as participants. The results reveal variability in tolerance zones as well as differences in perceptions of the service encounter. For negative encounter situations, the zone of tolerance seems to be larger than for positive encounters. Individuals have different perceptions of the constitution of failure and the time of its start which is the reason for the difficulty of judging failure concept. |
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