Zone of Tolerance: a Proposed Model Incorporating Subjective Criticality

• Sheppard, Anthony G. ^[1]
  1. [1] California State University
• Localización: Tourism analysis, ISSN 1083-5423, Vol. 3, Nº. 2, 1998, págs. 111-114
• Idioma: inglés
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• Resumen

  • The idea of a zone of tolerance, between desired and adequate levels of service quality, is well established. It has been suggested previously that the extent of this zone of tolerance is somewhat determined by the nature or part of the service experience that is being judged. This short article proposes a revised model in which the zone of tolerance is related to how subjectively critical an individual feels the service experience, or component thereof, to be.