期刊名称：Journal of Operations and Supply Chain Management
印刷版ISSN：1984-3046
出版年度：2013
卷号：2
期号：2
页码：56-71
语种：English
出版社：FGV-EAESP
摘要：This 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.
