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    KUSHAL MANAV (Consumer Expectation From Service)

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    Kushal
    This document discusses consumer expectations of service. It describes that expectations are beliefs about service delivery that customers use as standards to judge performance. There are different types of expectations like ideal expectations, normative expectations based on what "should" be provided, experience-based expectations, acceptable expectations, and minimum tolerance levels. The document also notes that factors like personal needs, past experiences, word of mouth, and marketing communications influence what customers expect.

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    KUSHAL MANAV (Consumer Expectation From Service)

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    Kushal
    14 views12 pages
    This document discusses consumer expectations of service. It describes that expectations are beliefs about service delivery that customers use as standards to judge performance. There are different types of expectations like ideal expectations, normative expectations based on what "should" be provided, experience-based expectations, acceptable expectations, and minimum tolerance levels. The document also notes that factors like personal needs, past experiences, word of mouth, and marketing communications influence what customers expect.

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    This document discusses consumer expectations of service. It describes that expectations are beliefs about service delivery that customers use as standards to judge performance. There are different types of expectations like ideal expectations, normative expectations based on what "should" be provided, experience-based expectations, acceptable expectations, and minimum tolerance levels. The document also notes that factors like personal needs, past experiences, word of mouth, and marketing communications influence what customers expect.

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    Flag for inappropriate content
    Download as pptx, pdf, or txt
    14 views12 pages

    KUSHAL MANAV (Consumer Expectation From Service)

    Uploaded by

    Kushal
    This document discusses consumer expectations of service. It describes that expectations are beliefs about service delivery that customers use as standards to judge performance. There are different types of expectations like ideal expectations, normative expectations based on what "should" be provided, experience-based expectations, acceptable expectations, and minimum tolerance levels. The document also notes that factors like personal needs, past experiences, word of mouth, and marketing communications influence what customers expect.

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    of 12

    Consumer Expectation from

    Service Presented by:-


    Kushal Patel
    SERVICE
    MARKETING

    Manav Chhabra
    Section
    Divider
    Option 2
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    TREY
    research
    2
    Comparison
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    Trey Research Competitive Service


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    TREY
    research
    3
    SM
    • • Meaning and Types of Expected
    Service
    •2
    • • Factors That Influence Customer
    Expectations of Service
    TOPIC
    Consumer Expectation from Service

    TREY
    research
    5
    Meaning and Types
    of
    Expected Service
    Customer Expectations

    • •Beliefs about service delivery


    • •Serve as standards or reference points against
    which performance is judged.
    • •Customers compare their perceptions of
    performance with these reference points when
    evaluating service quality.
    • •Thorough knowledge about customer expectations
    is critical to services marketers.

    TREY
    research
    6
    Expected Service:
    Levels of
    Expectations
    Possible Levels of Customer Expectation
    1. Ideal Expectations or Desires
    2. Normative “Should” Expectations
    3. Experience Based Norms
    4. Acceptable Expectations
    5. Minimum Tolerance Expectations

    TREY
    research
    7
    Factors That
    Influence Customer
    Expectations of
    Service

    TREY
    research
    8
    sm
    Customize this Template

    Template Editing
    Instructions and Feedback

    TREY
    research
    10
    Add a footer TREY
    research
    11
    THANK
    YOU
    KUSHAL PATEL
    MANAV CHHABRA

    TREY
    research
    12

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