Service Marketing - Chapter 3 : Customer Expectations of a service Flashcards
1
Q
What is the dual customer expectation levels ?
Does it can be different
A
The level of desired service and the level of the adequate service.
2
Q
Give an exemple of how an expectation can differ for a service
A
Restaurant luxury or fast-food
3
Q
What is composed Desired service ?
A
Desired service is composed by :
- Lasting service intensifiers
- Personal needs
4
Q
What is the 5 factors which composed the adequate service ?
A
The adequate service is composed by :
- Predicted service
- Temporary service intensifiers
- Perceived service intensifiers / alternatives
- Self-perceived service role
- Situational factors
5
Q
What are the 4 factors which influenced Desired service and Predicted service ?
A
Desired service and Predicted service are influenced by :
1) Explicit service promises
2) Implicit service promises (Ex: No prices on the menu - fancy restaurants)
3) Online and offline word of mouth
4) Past experience
