Management of Tolerance Zone of Information Users: Visual Angle of Service Classification
Yang Mei · Journal of Library and Information Sciences in Agriculture · 2008
The concept of tolerance zone comes from the documents of service management and consumption behavior.Information service can be broken down into different classification while different service classification has different management of tolerance zone.It is essential to realize that information institutions have the ability to manage the user tolerance zone,and effectively manage the users' satisfaction during the service process.