The nature and determinants of customer expectations of service Academic Article uri icon

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. 1993 The Academy of Marketing Science.

published proceedings

  • Journal of the Academy of Marketing Science

author list (cited authors)

  • Zeithaml, V. A., Berry, L. L., & Parasuraman, A.

citation count

  • 1543

complete list of authors

  • Zeithaml, Valarie A||Berry, Leonard L||Parasuraman, A

publication date

  • January 1993