The nature and determinants of customer expectations of service

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Creator
  • Zeithaml, Valarie A.
    • Affiliation: Kenan-Flagler Business School
    • Other Affiliation: University of Maryland, USA
  • Berry, Leonard L.
    • Other Affiliation: Texas A&M University; Arizona State University, USA
  • Parasuraman, A.
    • Other Affiliation: Texas A&M University; Indiana University, USA
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.
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Resource type
  • Article
Rights statement
  • In Copyright
Journal title
  • Journal of the Academy of Marketing Science
Journal volume
  • 21
Journal issue
  • 1
Page start
  • 1
Page end
  • 12
Language
  • English
Version
  • Postprint
ISSN
  • 0092-0703

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