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An Examination and Extension of the Zone-of-Tolerance ModelA Comparison to Performance-Based Models of Perceived QualityIowa State University
Iowa State University, decarlo{at}iastate.edu The purpose of this study was to extend the examination of alternative conceptual models of perceived quality. The specific models examined were performance-based models and the Zone-of-Tolerance model. First, the authors specify the alternative models along with broadening the theoretical conceptualization of the Zone-of-Tolerance model and its diagnostic value under several theoretically possible scenarios. Second, empirical models comparison tests are conducted. The empirical tests indicate considerable support for the parsimonious performance-based models of perceived quality in predicting perceived value and purchase intentions. However, evidence was found that the performance standards components of the Zone-of-Tolerance model may increase the explanatory power of performance-based models in the prediction of consumer satisfaction.
Key Words: service • quality • satisfaction • value • intentions
Journal of Service Research, Vol. 6, No. 3,
272-286 (2004) This article has been cited by other articles:
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