Service expectations

Andrea Caballero

« Different generations have different expectations for

customer service »

Customer Perceptions of Quality and Customer Satisfaction

Possible Levels of Customer Expectations

Stages in Consumer Decision Making and Evaluation of Services

Profile of the Social Customers

Today s digital transformations affects the very nature of how companies interact with theri customers and how theri customers view them. Huge shifts in technology are ocurring quicky, fueling increased volatility across extablished business ecosystems 

Factors influencing customers satisfaction

• Product-Service quality• Specific products or service features• Consumers emotions• Attributions for service success or failures• Perceptions of equity or fairness• Other consumers, family, friends coworkers• Price• Personal factors• Accessible information of the different

products available • The customers mood or emotional state• Situational Factor• The digital revolution

Why understanding expectations is crutial for customers service?

Customers services is about expectations and the expectations that customers have today were shaped by their previuses experiences.business needs to meet or excced these customers expectations.Service is praiced or critizied beacuseof expectations .