Customers' zone of tolerance for retail stores

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dc.contributor.authorNadiri, Halil
dc.date.accessioned2026-02-06T18:35:38Z
dc.date.issued2011
dc.departmentDoğu Akdeniz Üniversitesi
dc.description.abstractThe present study describes the zone of tolerance for customers' service expectations and determines their satisfaction level for retail stores. It attempts to diagnose the service quality level of customers' in retail store setting. A conceptual model RETZOT is presented in this study, and the results demonstrate that evaluation of services can be scaled according to different types of expectations-'desired' and 'adequate'aEuroand that customers use these two types of expectations as a comparison standard in evaluating retail store services. The findings reveal that customers have a narrow zone of tolerance with regards to the services provided by retail stores.
dc.identifier.doi10.1007/s11628-011-0105-y
dc.identifier.endpage137
dc.identifier.issn1862-8516
dc.identifier.issn1862-8508
dc.identifier.issue2
dc.identifier.scopus2-s2.0-79958204657
dc.identifier.scopusqualityQ1
dc.identifier.startpage113
dc.identifier.urihttps://doi.org/10.1007/s11628-011-0105-y
dc.identifier.urihttps://hdl.handle.net/11129/12004
dc.identifier.volume5
dc.identifier.wosWOS:000291402800002
dc.identifier.wosqualityQ2
dc.indekslendigikaynakWeb of Science
dc.indekslendigikaynakScopus
dc.language.isoen
dc.publisherSpringer Heidelberg
dc.relation.ispartofService Business
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanı
dc.rightsinfo:eu-repo/semantics/closedAccess
dc.snmzKA_WoS_20260204
dc.subjectZone of tolerance
dc.subjectCustomer satisfaction
dc.subjectService quality
dc.subjectRetail stores
dc.titleCustomers' zone of tolerance for retail stores
dc.typeArticle

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