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Why does the article stress the disconfirmation theory similar to the service quality model  

Why does the article stress the disconfirmation theory similar to the service quality model

Title: Customer Expectations of Service

Requirement: Please read through the article (THE ZONE OF TOLERANCE: EXPLORING THE RELATIONSHIP BETWEEN SERVICE TRANSACTIONS AND SATISFACTION WITH THE OVERALL SERVICE) and answer three questions.

Define ‘zone of tolerance’

Why does the article stress the disconfirmation theory similar to the service quality model in service management literature? Provide reasons

Reason 1:

Reason 2:

Reason 3:

Reason 4:

Explain the Figure 1(page 3) and provide your own service experience as an example.

Explanation:

Example:

ZOT.PDF

 

Answer preview to why does the article stress the disconfirmation theory similar to the service quality model

Why does the article stress the disconfirmation theory similar to the service quality model  

APA

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