Customer expectation- Zone of Tolerance

This ppt says about Zone of Tolerance between Desired and Adequate Service.

1. Customer expectation

2. Customer Expectations of Service Service Expectations Factors that Influence Customer Expectations of Service 3- 2

3. Customer expectations  are beliefs about service delivery that serve as standards or reference. points against which performance is judged.

4. Possible Levels of Customer Expectations 3- 4

5. Dual Customer Expectation Levels 3- 5

6. The Zone of Tolerance 3- 6

7. The Zone of Tolerance Adequate Service Desired Service Zone of Tolerance ← Delights ← Desirables ← Musts 3- 7

8. Zones of Tolerance The range of expectations between desired and adequate… can be wide or narrow can change over time can vary among individuals may vary with the type of product/service 3- 8

9. Zones of Tolerance for Different Service Dimensions 3- 9

10. Factors That Influence Desired Service 3- 10

11. Factors That Influence Adequate Service 3- 11

12. Factors That Influence Desired and Predicted Service 3- 12

13. THANK YOU