Consumers' Level of Expectation for Services and the Role of Implicit Service Promises

Autor:	Charlene Pleger Bebko, Lisa M. Sciulli, Rajendar K. Garg
Rok vydání:	2006
Předmět:	Consumption (economics) Service (business) Service quality media_common.quotation_subject Advertising Affect (psychology) SERVQUAL Presentation Business Management and Accounting (miscellaneous) Quality (business) Business Service guarantee Marketing media_common
Zdroj:	Services Marketing Quarterly. 28:1-23
ISSN:	1533-2977 1533-2969
DOI:	10.1300/j396v28n02_01
Popis:	This research attempts to understand the relationship among the concepts of consumers' expectations, their predictions about the service, and the affect of implicit service promises on shaping those predictions. The tenability of the popular SERVQUAL and Consumer Expectations of Service models based upon an ideal point standard are examined. A Revised Consumer Expectations Model is proposed where consumers' quality assessments are studied irrespective of preconceived “ideal” expectations. The consumers' level of expectations for service quality will be shown to be guided and shaped, in part, by implicit service cues. Specifically, service employees' dress, presentation, and demeanor serve as the implicit provider cues in this research. Last, the implications of understanding the impact of influencing consumer expectations of service quality prior to consumption of the service will be discussed.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::61b15e68294cb3af70d64695321103ef https://doi.org/10.1300/j396v28n02_01 Zobrazit plný text záznamu Plný text ve formátu PDF