View
223
Download
2
Category
Tags:
Preview:
Citation preview
4-1
Customer Expectations of Service
Meaning and Types of Service Expectations
Factors that Influence Customer Expectations of Service
Issues Involving Customers’ Service Expectations
ChapterChapter
44
4-2
Customer Expectations Beliefs about ________________ Serve as reference points against which
performance is judged In evaluating service quality, customers
compare ____________of performance with ____________
Customer Expectations of Service
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
____________ serviceLevel 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 customer’s attention in either a positive or negative way.
4-9
The Zone of Tolerance
Adequate Service
Desired Service
Zone ofTolerance
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 DifferentService 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?
Recommended