文章基本信息

标题：Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services
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作者：Domingos Fernandes Campos ; Kleber Cavalcanti Nóbrega
期刊名称：Journal of Operations and Supply Chain Management
印刷版ISSN：1984-3046
出版年度：2009
卷号：2
期号：2
页码：56-71
DOI：10.12660/joscmv2n2p56-71
语种：English
出版社：FGV-EAESP
摘要：This article analyzes the relationship between the importance of attributes for service quality and the tolerance zone between the desired and the minimum acceptable levels for customer expectations. The empirical study, conducted with 500 students, fast food customers, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher.