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.

author list (cited authors)

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

citation count

  • 1411

publication date

  • December 1993