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:

Example:

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