Portal de Periódicos da CAPES

Consumer Tolerance Zone

1997; Taylor & Francis; Volume: 11; Issue: 2 Linguagem: Inglês

10.1300/j042v11n02_06

1528-6975

Kuang Jung Chen,

Consumer Retail Behavior Studies

Abstract To reduce uncertainty, the passengers will look for signs or evidence of service quality. They will draw inferences about the quality of the service from the place, people, equipment, communication material, symbols, and price that they see. Because of the required presence of the passenger during the production process, the inferential evaluation will be dominated by his process interaction experience. Competitive advantage comes from service superiority. But understanding customer expectations is a prerequisite for delivering superior service because customers compare perceptions with expectations when judging a firm's service. Furthermore, service performance quality can be categorized into five service quality determinants, namely reliability, tangibles, responsiveness, assurance and empathy. The focus of this study is the inflight service of the domestic services of Philippine Air Lines (PAL). It zeroed in on the role of the service performance tolerance zone in the development of passenger satisfaction and how satisfaction can influence future intention to fly with PAL. All these efforts were undertaken towards an ultimate goal-the identification of areas in the airline's service package that needed improvement that will have a positive impact on the passenger.