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Understanding Customer Expectations of Service
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By A. Parasuraman, Leonard L. Berry and Valarie A. Zeithaml
Spring 1991
Reprint 3234
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Volume 32, Number 3, pages 39-48, 10 pages
Primary Topic: Service and Quality
SummarySome companies have more than just a competitive advantage in customer service, they have unwavering customer loyalty. How do they do it? The authors argue that the key to providing superior service is understanding and responding to customer expectations. Through their research, two different kinds of expectations emerged, both of which can change over time and from one service encounter to the next for the same customer. By responding appropriately to these expectations, managers can be on their way to developing a "customer franchise." |
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