Post on 15-Jul-2015
GROUP DISCUSSION
ZONE OF TOLERANCE
ZONE OF TOLERANCE
Difference between adequate level of expectation
and desired (wish) level of expectation.
Zone of Tolerance is the zone in which customers
do not notice any gaps in service performance.
Zone of Tolerance is the extent to which customers
recognize and are willing to accept variations in
service
ZONE OF TOLERANCE
Narrow FOR most critical aspects of Service
GROUP DISCUSSION
INTUITIVELY IT WOULD SEEM THAT MANAGERS WOULD WANT THEIR CUSTOMERS TO HAVE WIDE TOLERANCE ZONES FOR SERVICE. BUT IF CUSTOMERS DO HAVE THESE WIDE ZONES OF TOLERANCE FOR SERVICE, IS IT MORE DIFFICULT FOR FIRMS WITH SUPERIOR SERVICE TO EARN CUSTOMER LOYALTY ?
WOULD SUPERIOR SERVICE FIRMS BE BETTER OFF TO ATTEMPT TO NARROW CUSTOMER’S TOLERANCE ZONES TO REDUCE THE COMPETITIVE APPEAL OF MEDIOCRE SERVICE PROVIDERS ?