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

dc.creatorCampos, Domingos Fernandes
dc.creatorNóbrega, Kleber Cavalcanti
dc.date2009-12-28
dc.date.accessioned2022-11-04T02:52:59Z
dc.date.available2022-11-04T02:52:59Z
dc.identifierhttps://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11850
dc.identifier.urihttps://repositorioslatinoamericanos.uchile.cl/handle/2250/5072020
dc.descriptionThis 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.en-US
dc.formatapplication/pdf
dc.languageeng
dc.publisherFGV EAESPen-US
dc.relationhttps://bibliotecadigital.fgv.br/ojs/index.php/joscm/article/view/11850/10777
dc.sourceJournal of Operations and Supply Chain Management; Vol. 2 No. 2 (2009): July - December; 56-71en-US
dc.sourceJournal of Operations and Supply Chain Management; v. 2 n. 2 (2009): July - December; 56-71pt-BR
dc.source1984-3046
dc.titleImportance and the Zone of Tolerance of Customer Expectations of Fast Food Servicesen-US
dc.typeinfo:eu-repo/semantics/article
dc.typeinfo:eu-repo/semantics/publishedVersion


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