Managing customer expectations in the service encounter
International Journal of Service Industry Management
ISSN: 0956-4233
Article publication date: 1 February 2004
Abstract
Consumers of services have expectations about what they will receive from the delivery system. These expectations are beliefs about future events which, when compared with the perceived actual service delivered, are presumed to influence satisfaction and assessments of overall service quality. The purpose of this paper is to propose a model that outlines the process through which expectations operate at the point of delivery and provide a framework for future investigations. Implications for management practice focus on service provider behavior at the point of delivery and on control of cues that may influence consumer expectations once they have entered the delivery system. Directions for research include verification of model relationships and identification of specific types of cues that relate to attributes commonly considered in consumers’ judgements of service quality.
Keywords
Citation
Coye, R.W. (2004), "Managing customer expectations in the service encounter", International Journal of Service Industry Management, Vol. 15 No. 1, pp. 54-71. https://doi.org/10.1108/09564230410523330
Publisher
:Emerald Group Publishing Limited
Copyright © 2004, Emerald Group Publishing Limited