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Journal of Travel & Tourism Marketing Volume 27, 2010 - Issue 3
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Original Articles

Relating the Zone of Tolerance to Service Failure in the Hospitality Industry

Noor Azimin Zainol Management in the Faculty of Management and Law, University of Surrey, Guildford, Surrey, GU2 7XH, United KingdomCorrespondence[email protected]
,
Andrew Lockwood Management in the Faculty of Management and Law, University of Surrey, Guildford, Surrey, GU2 7XH, United Kingdom
&
Elmar Kutsch Project and Program Management of the School of Management, Cranfield University, Cranfield, United Kingdom
Pages 324-333 | Received 01 Jul 2009, Accepted 12 Jul 2009, Published online: 06 May 2010

Citations (14)

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Nisamar Baute-Díaz, Desiderio Gutiérrez-Taño & Ricardo J. Díaz-Armas. (2022) What drives guests to misreport their experiences on Airbnb? A structural equation modelling approach. Current Issues in Tourism 25:21, pages 3443-3460.
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Bona Kim, Seongseop (Sam) Kim & Cindy Yoonjoung Heo. (2019) Consequences of Customer Dissatisfaction in Upscale and Budget Hotels: Focusing on Dissatisfied Customers’ Attitude Toward a Hotel. International Journal of Hospitality & Tourism Administration 20:1, pages 15-46.
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Nana Trianasari, Ken Butcher & Beverley Sparks. (2018) Understanding Guest Tolerance and the Role of Cultural Familiarity in Hotel Service Failures. Journal of Hospitality Marketing & Management 27:1, pages 21-40.
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Étienne Charbonneau, Younhee Kim & Alexander C. Henderson. (2014) New development: Reintroducing the zone of indifference: disengaging the cogs of public service performance and citizen satisfaction. Public Money & Management 34:4, pages 305-308.
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Hee “Andy” Lee & Rob Law. (2012) Diversity in Statistical Research Techniques: An Analysis of Refereed Research Articles in the Journal of Travel & Tourism Marketing Between 1992 and 2010. Journal of Travel & Tourism Marketing 29:1, pages 1-17.
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Articles from other publishers (9)

Ying Chang, Chubing Zhang, Tiange Li & Yina Li. (2023) Social cognition of humanoid robots on customer tolerance of service failure. International Journal of Contemporary Hospitality Management.
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Wen-Chin Tsao. (2018) Star power: the effect of star rating on service recovery in the hotel industry. International Journal of Contemporary Hospitality Management 30:2, pages 1092-1111.
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Norman Peng, Annie Chen & Kuang-Peng Hung. (2017) The effects of teppanyaki restaurant stimuli on diners’ emotions and loyalty. International Journal of Hospitality Management 60, pages 1-12.
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Muhammad Kashif, Ernest Cyril De Run, Mohsin Abdul Rehman & Hiram Ting. (2015) Bringing Islamic tradition back to management development. Journal of Islamic Marketing 6:3, pages 429-446.
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Angus Ho, Piyush Sharma & Peter Hosie. (2015) Exploring customers’ zone of tolerance for B2B professional service quality. Journal of Services Marketing 29:5, pages 380-392.
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Kuan-Yu Chen. (2014) Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels. Tourism Management 40, pages 260-272.
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Michael Stodnick & Kathryn A. Marley. (2013) A longitudinal study of the zone of tolerance. Managing Service Quality: An International Journal 23:1, pages 25-42.
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Wen-Shinn Low, Jeng-Da Lee & Wan-Chun Lian. (2013) Can Loyal Customers Tolerate Service Failure? The Moderating Roles of Service Failure Severity and Transaction Frequency in a B2B Context. Journal of Service Science and Management 06:05, pages 12-19.
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Giacomo Del Chiappa & Stefano Dall’Aglio. 2012. Information and Communication Technologies in Tourism 2012. Information and Communication Technologies in Tourism 2012 448 459 .

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