The nature and determinants of customer expectations of service
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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. © 1993 The Academy of Marketing Science.
author list (cited authors)
Zeithaml, V. A., Berry, L. L., & Parasuraman, A.