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