In the process of service production and consumption, ve levels of service
performance vis-à-vis customer response might result (see Table 5.2).
The Zone of Tolerance
e zone of tolerance is the extent to which customers identify or are willing
to accept the variation between the two levels of expectations—the maximum
service level and the minimum service level. If the performance of the service is
below the minimum service level, customers are frustrated and highly dissatis-
ed, whereas if the performance of the service is above the maximum service
level, customers are delighted. When the performance o ...
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