Zone of Tolerance in Service Quality Expectations


 
SERVQUAL > Forum Log in

Zone of Tolerance in Service Quality Expectations
Anneke Zwart, Moderator
An important factor that needs to be considered when assessing customer perceptions and expectations on service quality is the Zone of Tolerance. The zone of tolerance cannot be understood without distinguishing two dimensions of service quality:
  • ADEQUATE SERVICES: the level of service quality that is considered to be acceptable according to consumers. It must be mentioned here that ‘adequate service’ is partly based on what the consumer expects the service to be, which is also referred to as the ‘predicted service’.
  • DESIRED SERVICES: this type of service relates to the level of expectations of a particular service in terms of quality. In other words, it refers to what level of service quality the consumer hopes to receive.
These two levels differ across consumers and situations and they can be altered over time as well. The zone of tolerance represents the space between the desired service and the adequate service,...
 

 















 

  Do you wish to study further? You can learn more from the summary, forum, discussions, lessons, courses, training, instructions, expert tips, best practices and education sources. Register.  


Special Interest Group Leader
Dr. Paul Yap
Business Consultant

More on SERVQUAL
Summary
Forum
Best Practices

Expert Tips

Resources



About 12manage | Advertising | Link to us / Cite us | Privacy | Suggestions | Terms of Service
© 2018 12manage - The Executive Fast Track. V14.1 - Last updated: 24-9-2018. All names ™ of their owners.