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    Customer Expectations of Service

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    sushumcastle6546
    The document discusses customer expectations of service, including the meaning and types of expectations, factors that influence expectations, and issues involving expectations. It also examines the concepts of desired service, adequate service, and the zone of tolerance between what a customer hopes for and will accept.

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    © All Rights Reserved
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    Customer Expectations of Service

    Uploaded by

    sushumcastle6546
    125 views15 pages
    The document discusses customer expectations of service, including the meaning and types of expectations, factors that influence expectations, and issues involving expectations. It also examines the concepts of desired service, adequate service, and the zone of tolerance between what a customer hopes for and will accept.

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    Customer Expectations of Service

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    The document discusses customer expectations of service, including the meaning and types of expectations, factors that influence expectations, and issues involving expectations. It also examines the concepts of desired service, adequate service, and the zone of tolerance between what a customer hopes for and will accept.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    125 views15 pages

    Customer Expectations of Service

    Uploaded by

    sushumcastle6546
    The document discusses customer expectations of service, including the meaning and types of expectations, factors that influence expectations, and issues involving expectations. It also examines the concepts of desired service, adequate service, and the zone of tolerance between what a customer hopes for and will accept.

    Copyright:

    © All Rights Reserved
    Download as PPT, PDF, TXT or read online from Scribd
    Download as ppt, pdf, or txt
    You are on page 1of 15

    Chapter4-1

    Customer Expectations of Service

    Meaning and Types of Service Expectations


    Factors that Influence Customer Expectations of
    Service
    Issues Involving Customers Service Expectations

    4-2

    Customer Expectations of Service


    Customer Expectations
    Beliefs about ________________
    Serve as reference points against which
    performance is judged
    In evaluating service quality, customers
    compare ____________of performance with
    ____________

    4-3

    Possible Levels of Customer Expectations

    4-4

    Customer Expectations of Service


    Expected service: Level of Expectations
    ____________ service
    Level of service the customer hopes to receive

    ____________ service
    Level of service the customer will accept

    Customers assess service on what they desire


    and what they deem acceptable.

    4-5

    Dual Customer Expectation Levels

    4-6

    Customer Expectations of Service


    The ____________
    Range or window in which customers do not
    notice service performance

    4-7

    The Zone of Tolerance

    4-8

    Customer Expectations of Service


    The Zone of Tolerance
    Range or window in which customers
    ____________ service performance
    When service falls outside the range (either
    very high or very low), the service gets the
    customers attention in either a positive or
    negative way.

    4-9

    The Zone of Tolerance

    Desired Service

    Zone of
    Tolerance

    Adequate Service

    Delights

    Desirables
    Musts

    4-10

    Zones of Tolerance
    The range of expectations between desired
    and adequate
    can be wide or narrow
    ________________________
    can vary among individuals
    may vary with the ____________

    4-11

    Zones of Tolerance for Different


    Service Dimensions

    4-12

    Factors That Influence Desired Service

    4-13

    Factors That Influence Adequate Service

    4-14

    Factors That Influence Desired and


    Predicted Service

    4-15

    Frequently Asked Questions About


    Customer Expectations
    What does a service marketer do if customer
    expectations are unrealistic?
    Should a company try to delight the customer?
    How does a company exceed customer service
    expectations?
    Do customer service expectations continually
    escalate?
    How does a service company stay ahead of
    competition in meeting customer expectations?

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