Group discussion zone of tolerance

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GROUP DISCUSSION ZONE OF TOLERANCE

Transcript of Group discussion zone of tolerance

Page 1: Group discussion zone of tolerance

GROUP DISCUSSION

ZONE OF TOLERANCE

Page 2: 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

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ZONE OF TOLERANCE

Narrow FOR most critical aspects of Service

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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 ?


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