Artigo publicado, a convite, na  Journal of Operations and Supply Chain Management 2 (2), pp 56 – 71, C

Abstract

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, confirms that, as the importance of attributes increases, the tolerance zone gets closer and higher

Artigo completo

Importance and the Zone of Tolerance of Customer Expectations of Fast Food Services