zot

Weighing Management towards Standardizing and Characteristic Service of Scenic Areas according to ZOT Theories

基于ZOT理论景区标准化与个性化服务权衡管理

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This paper reviews the Zone of Tolerance ( ZOT) theory in the past decades, and makes an attempt to enrich the theory.

本文回顾了服务管理中顾客容忍区问题的研究进展，并尝试性地在理论上予以扩展。

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We first discuss the gravity and connotation of ZOT and then use the double-factors theory to explain it.

首先，提出了顾客容忍区的重心问题及其含义；之后，将“双因素”理论应用于解释顾客容忍区；

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Finally, we detail how to improve such practices as segmentation by ZOT, management in high contact service industry and service cost control.

最后，本文探讨了如何使用容忍区理论进行顾客细分、如何在高接触度服务中把握顾客的心态、提高顾客满意度以及服务成本控制等问题。

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In addition, an algorithm generating transition sequence based on full ZOT path coverage criteria from a FREE model is presented. The test framework is implemented.

同时提出了由FREE模型根据全ZOT路径覆盖准则产生有限迁移序列的算法，并且还实现了这个测试框架。

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This problem can usually be fixed by drawing a connecting road between the lot with the zot and a business.

解决这个问题，在没车的住宅格划上路连接工商业就可以了。

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