Zone of Tolerance: The Guaymas Chronicles

Information system service quality has been a very important theme in both IS practice and research. User service expectations affect perceived service quality and user satisfaction. The objectives of this research are to i) to explore the relationship between perceived IS service quality and user satisfaction across the three regions of zone of tolerance (ZOT) and ii) to validate the associations between service expectations (adequate service and desired service) and service performance. The analysis of the data obtained from 193 IS users revealed a positive and significant association between perceived service quality and user satisfaction across the service zones and service dimensions with stronger associations in the acceptable service zone and weaker associations in the inadequate and superior service zones. Thus, the results demonstrate that the relationship between IS service quality and user satisfaction is affected by ZOT. It is found that the desired service expectation measure is more strongly related to service performance compared to the adequate service expectation measure. It is also observed that irrespective of the ZOT, the service dimension that contributes most to service performance is assurance. Tangibles have the widest ZOT and assurance has the narrowest ZOT compared to most other service dimensions. The author discusses the implications of the present study for both research and practice.

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Towards Service Excellence: The Zone of Tolerance for Hospitality and Tourism Education in Malaysia

Service Excellence in Tourism and Hospitality - Tourism, Hospitality & Event Management ◽

10.1007/978-3-030-57694-3_13 ◽

2021 ◽

pp. 191-216

Author(s):

Kashif Hussain ◽

Rupam Konar ◽

Pradeep Kumar Nair ◽

Neethiahnanthan Ari Ragavan

Keyword(s):

Service Excellence ◽

Tourism Education ◽

Zone Of Tolerance ◽

Hospitality And Tourism ◽

Hospitality And Tourism Education

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Straddling the Boundaries of the Zone of Tolerance: One District’s Response to Rapid Demographic Change

Education and Urban Society ◽

10.1177/0013124517747364 ◽

2017 ◽

Vol 51 (7) ◽

pp. 946-969

Author(s):

Ain A. Grooms

Keyword(s):

Public School ◽

Demographic Change ◽

School System ◽

Public School System ◽

Demographic Shift ◽

District Leaders ◽

Community Members ◽

Socioeconomic Changes ◽

Zone Of Tolerance ◽

New Policies

Sewall County, located in metropolitan Atlanta, and its public school system experienced significant demographic change between 2000 and 2010. The population doubled, reaching more than 200,000 residents, and its percentage of White residents fell by 25% to just more than 55%. Its public school system is now considered majority–minority. Using the zone of tolerance framework, which argues that there are boundaries within which community members will allow policies to be changed, this study will examine how school and district leaders in Sewall County, Georgia, responded to the racial and socioeconomic changes in their schools and community. Findings indicate that there were no new policies enacted in the district to address rapid demographic shift, and instead, the district, individual schools, and parents engaged in actions that fell within and outside the boundaries of Sewall’s zone of tolerance.

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Determining the provision of wastewater management infrastructure in rural India from the local communities' perspectives

Water Science & Technology ◽

10.2166/wst.2019.074 ◽

2019 ◽

Vol 79 (3) ◽

pp. 489-500 ◽

Cited By ~ 7

Author(s):

Mohammad Rashid ◽

Debapratim Pandit

Keyword(s):

Service Delivery ◽

Rural Areas ◽

Service Level ◽

Local Communities ◽

Wastewater Management ◽

Extensive Literature ◽

Group Discussions ◽

Policy Makers ◽

Sanitation Services ◽

Zone Of Tolerance

Abstract Management of wastewater in rural areas is important for improving the sanitation services which has remained relatively neglected in India and other developing countries. This study aims to analyse the service quality of attributes of wastewater management (WWM) infrastructure and to determine their service delivery levels from local communities' perspective which is required for the sustainability of the provided facilities. The study was conducted in a few villages of the Gaya district of Bihar, India with a sample size of 1,204. Twelve attributes are identified and selected after extensive literature review, focus group discussions and experts' opinion survey, and appropriate service delivery level for each attribute is determined using level of service (LOS) scale, zone of tolerance (ZOT) and through users' satisfaction level (USL) values for each attribute. The findings reveal that while service level of most of the attributes is perceived as LOS C, the expected service level for the attributes lies between LOS A and C. The proportion of households satisfied at the upper and lower ranges of ZOT also varies from one attribute to another. The framework developed in this research would help policy makers to determine appropriate service delivery level of WWM attribute and other infrastructure in rural areas.

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