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Published in: Service Business 2/2011

01-06-2011 | Empirical Article

Customers’ zone of tolerance for retail stores

Author: Halil Nadiri

Published in: Service Business | Issue 2/2011

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Abstract

The present study describes the zone of tolerance for customers’ service expectations and determines their satisfaction level for retail stores. It attempts to diagnose the service quality level of customers’ in retail store setting. A conceptual model RETZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations—‘desired’ and ‘adequate’—and that customers use these two types of expectations as a comparison standard in evaluating retail store services. The findings reveal that customers have a narrow zone of tolerance with regards to the services provided by retail stores.

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Metadata
Title
Customers’ zone of tolerance for retail stores
Author
Halil Nadiri
Publication date
01-06-2011
Publisher
Springer-Verlag
Published in
Service Business / Issue 2/2011
Print ISSN: 1862-8516
Electronic ISSN: 1862-8508
DOI
https://doi.org/10.1007/s11628-011-0105-y

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