Consumer and provider expectations and experiences in evaluating professional service quality
Teresa A. Swartz, Stephen W. Brown
Journal of the Academy of Marketing Science · 1989 · Volume 17 · Issue 2
Abstract
Providers of professional services have recently awakened to consumer challenges, competition and the realities of marketing. Looking at the expectations and experiences of providers and consumers can provide special insight into the services evaluation process and perceived service quality. By evaluating both professionals’ and consumers’ perspectives, differences in perceptions can be identified and characterized. Inconsistencies in perceptions between two parties to an exchange may result in dissatisfaction, while positive consistencies in these assessments aid in building on-going relationships.
Keywords
Service Quality, Consumer Research, Professional Service, Professional Competence, Consumer Satisfaction
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