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Customer Expectations of Services (Chapter 4)

Customer Expectations of Services (Chapter 4). Customer Expectations of Services Desired Service Adequate Service Zone of Tolerance Factors Influencing Customer Expectations Current Issues on Customer Expectations. Service. Perceived Service Quality.

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Customer Expectations of Services (Chapter 4)

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  1. Customer Expectations of Services(Chapter 4) • Customer Expectations of Services Desired Service Adequate Service Zone of Tolerance • Factors Influencing Customer Expectations • Current Issues on Customer Expectations ã 2007 - Dwayne D. Gremler

  2. Service Perceived Service Quality Service ã 2007 - Dwayne D. Gremler

  3. Service Expectations • Expectations • examples • Two Levels of Service Expectations • what is “wished for” • is the threshold level of acceptable service ã 2007 - Dwayne D. Gremler

  4. The Zone of Tolerance Desired Service Adequate Service Figure 4.4 ã 2007 - Dwayne D. Gremler

  5. Zone of Tolerance • is the difference between desired service and the level of service considered adequate • note: ã 2007 - Dwayne D. Gremler

  6. Desired Service Adequate Service Zones of Tolerance for Difference Service Dimensions Desired Service Level of Expectation Adequate Service Most Important Factors Least Important Factors Source: Berry, Parasuraman, and Zeithaml (1993) ã 2007 - Dwayne D. Gremler

  7. Factors Influencing Customer Expectations of Services ã 2007 - Dwayne D. Gremler

  8. Questions to Ponder… • What if • Can a company consistently • The Pebble Beach Philosophy • Should a service provider strive to always exceed customer expectations? • Perhaps the key question to ask: • How can a company ã 2007 - Dwayne D. Gremler

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