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Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Edition 6ISBN: 978-0078112058Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
Edition 6ISBN: 978-0078112058 Exercise 6
Intuitively, it would seem that managers 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 customers' tolerance zones to reduce the competitive appeal of mediocre providers?
Explanation
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Zone of tolerance:
The zone of toleranc...
Services Marketing 6th Edition by Valerie Zeithaml,Mary Jo Bitner,Dwayne Gremler
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