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 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...
