Chapter Customer Expectations of Service 3 Service Expectations
- Slides: 11
Chapter Customer Expectations of Service 3 § Service Expectations: § Beliefs about service delivery that function as standards or reference points against which performance is judged. § customers hold different types of expectations for service performance 3 -1
Possible Levels of Customer Expectations 3 -2
More about Customer Expectations § Reference points my vary depending on the person and the situation § Knowing what customers expect is critical in delivering quality service § Services are heterogeneous – performance may vary across providers, across EEs from the same providers, and even with the same service EE.
Dual Customer Expectation Levels 3 -4
The Zone of Tolerance: the extent to which customers recognize and are willing to accept this variation 3 -5
The Zone of Tolerance Desired Service Zone of Tolerance Adequate Service ← Delights ← Desirables ← Musts 3 -6
Zones of Tolerance (Zo. T) § The range of expectations between desired and adequate… § can be wide or narrow § can change over time § can vary among individuals § may vary with the type of product/service 3 -7
Zones of Tolerance for Different Service Dimensions 3 -8
Factors That Influence Desired Service 3 -9
Factors That Influence Adequate Service 3 -10
Factors That Influence Desired and Predicted Service 3 -11
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Dual customer expectation levels
Desired service and adequate service
Pengertian customer relationship
Quality is meeting or exceeding customer expectations
Possible levels of customer expectations
Explicit customer expectations
Dual customer expectation levels
Adp etime portal
Chapter 2 customer service
Managing marketing information to gain customer insights
Customer relationship management and customer intimacy
