management of zone of tolerance based on Weber-Fechners Law

摘要：

Customers service expectations are a range of services between desired service and adequate service. zone of tolerance between desired service and adequate service can either be reduced or be expanded for a customer. Therefore, marketers must not only understand the size of the area and boundaries of zone of tolerance, but also know when and how changes of the zone of tolerance for a given customer.In this paper three problems are studied:when do customers tend to reduce the impact of the negative service quality? When do customers tend to enlarge the impact?when do customers tend to filter the negative impact?

作者: Shun-li Sun

作者单位: School of Energy Science and Engineering,Henan Polytechnic University, Jiaozuo,454000,Henan,China

会议类型: 国际会议

会议名称: International Conference on Management and Service Science(2011年第五届管理与服务科学国际会议 MASS 2011)

会议地点: 武汉

会议语种:英文

页码: 1-4

在线出版日期: 2011-08-12（万方平台首次上网日期，不代表论文的发表时间）