TY  - JOUR
AB  - Develops a conceptual model of the antecedents of consumer expectations and firm image, based on past research in service, and empirically tested using the simultaneous equation procedures of LISREL 7. Data were collected and analyzed for four service industries (tax services, dental services, restaurants and video rental stores). Significant findings include: the image consumers have of a service firm has the strongest impact on their expectations; the relative saliences of the antecedents vary across industries; advertising has no significant impact on expectations or firm image in any of the four industries or in the aggregate analysis; and the level of customization and service provider judgment has an impact on the relative importance of each of the antecedents of consumer expectations.
VL  - 11
IS  - 4
SN  - 0887-6045
DO  - 10.1108/08876049710171704
UR  - https://doi.org/10.1108/08876049710171704
AU  - Clow Kenneth E.
AU  - Kurtz David L.
AU  - Ozment John
AU  - Soo Ong Beng
PY  - 1997
Y1  - 1997/01/01
TI  - The antecedents of consumer expectations of services: an empirical study across four industries
T2  - Journal of Services Marketing
PB  - MCB UP Ltd
SP  - 230
EP  - 248
Y2  - 2024/04/23
ER  -