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| Author: | Parasuraman, A. Berry, L. L. Zeithaml, V. A. |
| Title: | Understanding customer expectations of service |
| Journal: | Sloan Management Review
1991 : SPRING, VOL. 32:3, p. 39-48 |
| Index terms: | CUSTOMERS SERVICE SERVICE MANAGEMENT |
| Language: | eng |
| Abstract: | Some companies have more than just a competitive advantage in customer service, they have unwavering customer loyalty. It is shown that the key to providing superior service is understanding and responding to customer expectations. Through the reported research two different kinds of expectations emerged, both of which can change over time and from one service encounter to the next for the same customer. Five dimensions of service are described and analyzed. The service process is key to exceeding customer expectations. Many of the customers want to have personalized relationships with the firms serving them. Five suggestions for managing customers' expectations and raising their perceptions are made. |
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