Ch 3: Customer Expectations of Service

Question 1

Desired Service (def)

Answer 1

The level of service the customer hopes to receive, the ‘wished for’ level of performance. Less subject to change

Question 1

Customer expectations (def)

Answer 1

Beliefs about service delivery that serve as standards, or reference points against which performance is judged.

Question 2

Adequate Service (def)

Answer 2

The level of service the customer will accept, this is the minimum tolerable expectation.

Question 3

The zone of tolerance (def)

Answer 3

The extent to which customers recognize and are willing to accept the variation between service employees.
If the service quality goes below the adequate service customers will be very dissatisfied.

Question 4

Influencers of desired service (2)

Answer 4

Personal needs
Lasting service intensifiers

Question 5

Derived service expectations (def)

Answer 5

These occur when customer expectations are driven by another person or group of people.

Question 6

Personal service philosophy (def)

Answer 6

The customer’s underlying generic attitude about the meaning of service.

Question 7

Influencers of adequate service (5)

Answer 7

Temporary service intensifiers
Perceived service alternatives
Customer self-perceived service role
Situational factors
Predicted service

Question 8

Influencers of both desired and predicted service expectations (4)

Answer 8

Explicit service promises
Implicit service promises
Online and offline word-of-mouth communication
Past experience