Abstract
In the consumer behavior literature expectations are discussed as a key concept to explain the formation of customer satisfaction. Special attention is paid to the different types and levels of expectations. Customer expectations cannot be considered as a precisely defined point of performance level. They might rather range from adequate or minimal tolerable to desired performance levels. Hence, a range of performance levels exists that would result in confirmation and finally, a specific level of satisfaction. The range of performance levels is defined and discussed as the ZOT.
Keywords
- Pool Sample
- Product Attribute
- Significant Positive Effect
- Significant Negative Effect
- Emotional Stability
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.
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© 2016 Springer Fachmedien Wiesbaden
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Krüger, F. (2016). Study I: The Structure of the Zone of Tolerance Across Countries and Individuals. In: The Influence of Culture and Personality on Customer Satisfaction. International Management Studies. Springer Gabler, Wiesbaden. https://doi.org/10.1007/978-3-658-12557-8_3
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DOI: https://doi.org/10.1007/978-3-658-12557-8_3
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Publisher Name: Springer Gabler, Wiesbaden
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Online ISBN: 978-3-658-12557-8
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