Customer Expectations of Service
Title: Customer Expectations of Service
Requirement: Please read through the article (THE ZONE OF TOLERANCE: EXPLORING THE RELATIONSHIP BETWEEN SERVICE TRANSACTIONS AND SATISFACTION WITH THE OVERALL SERVICE) and answer three questions.
| Define ‘zone of tolerance’ |
| Why does the article stress the dis-confirmation theory similar to the service quality model in service management literature? Provide reasons |
| Reason 1:
Reason 2: Reason 3: Reason 4: |
| Explain the Figure 1(page 3) and provide your own service experience as an example. |
| Explanation: |
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APA
382 words