Customer expectation of service

Customers have expectations Sources of customer expecatations Types and sources of expectations are similar Issues around customer expectations

Customer expectation

Beliefs around service delivery that serves as standards /reference points against which performance is judged

Levels of expected service

Minimum tolerable expectations Acceptable expectations Experience based norms Normative should expectations Ideal expectations/desires

Dual customer expectation levels

Desired service

Zone of tolerance

Adequate service

Different customers, different zones of tolerance

Sources of desired service expectation

Personal needs Lasting service intensifiers

Sources of adequate service expectation

Temporary service intensifiers Perceived service alternatives Self perceived service roles Situational factors Predicted service

Sources of both desired & predicted service expectation

Explicit service promises Implicit service promises Word of mouth Past experiences

Current issues

Unrealistic expectations Delight the customers How to exceed customer service expectations Do expectations continually escalate How service company stays ahead