The nature and determinants of customer expectations of service
Valarie A. Zeithaml, Leonard L. Berry Ph.D., A. Parasuraman D.B.A.
Journal of the Academy of Marketing Science · 1993 · Volume 21 · Issue 1
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.
Keywords
Focus Group, Service Quality, Customer Satisfaction, Consumer Research, Focus Group Interview
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