The nature and determinants of customer expectations of service
UNC LibrariesPublished 17 August 2019Open access
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman
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Abstract
A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service. Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications of the model and its propositions.
Keywords
Business, Management and Accounting