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Customer expectation- Zone of Tolerance
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This ppt says about Zone of Tolerance between Desired and Adequate Service.
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Customer expectation- Zone of Tolerance
1.
Customer expectation
2.
Service Expectations
Factors that Influence Customer Expectations of Service 3-2
3.
Customer expectations are beliefs
about service delivery that serve as standards or reference. points against which performance is judged.
4.
3-4
5.
3-5
6.
3-6
7.
Adequate Service Desired Service Zone
of Tolerance ← Delights ← Desirables ← Musts 3-7
8.
The range of
expectations between desired and adequate… • can be wide or narrow • can change over time • can vary among individuals • may vary with the type of product/service 3-8
9.
3-9
10.
3-10
11.
3-11
12.
3-12
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