Title :
Management of Zone of Tolerance Based on Weber-Fechner´s Law
Author_Institution :
Sch. of Energy Sci. & Eng., Henan Polytech. Univ., Jiaozuo, China
Abstract :
Customer´s 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?
Keywords :
customer services; law; quality control; Weber-Fechner law; adequate service; customer service; desired service; service quality; zone of tolerance; Companies; Customer satisfaction; Customer services; Filtering theory; Information filters; Psychology;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5999311