Exploring customers’ zone of tolerance for B2B professional service quality
Purpose: This paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context of business-to-business (B2B) professional services from both client and service firms’ perspectives, with a modified ZOT framework including five client and service firms attribute...
| Main Authors: | , , |
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| Format: | Journal Article |
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Emerald Group Publishing
2015
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| Subjects: | |
| Online Access: | http://hdl.handle.net/20.500.11937/10410 |