Ho, Angus; Sharma, Piyush; Hosie, Peter - In: Journal of Services Marketing 29 (2015) 5, pp. 380-392
Purpose – This paper aims to extend the current research on zone of tolerance (ZOT) and its antecedents, to the context …. Prior research on zone of tolerance (ZOT) and its antecedents mostly focuses on business-to-consumer services and customers …