Relating the zone of tolerance to service failure in the hospitality industry

Journal of Travel and Tourism Marketing

Volumn 27, Issue 3, 2010, Pages 324-333

  Zainol, Noor Azimin ^a   Lockwood, Andrew ^a   Kutsch, Elmar ^b  

^a UNIVERSITY OF SURREY   (United Kingdom)

^b CRANFIELD UNIVERSITY   (United Kingdom)

Author keywords

Encounter; Restaurant; Service failure; Zone of tolerance

Indexed keywords

EID: 77952189261     PISSN: 10548408     EISSN: None     Source Type: Journal    
DOI: 10.1080/10548401003744792     Document Type: Article

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