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Journal cover: International Journal of Service Industry Management

International Journal of Service Industry Management

ISSN: 0956-4233
Currently published as: Journal of Service Management

Online from: 1990

Subject Area: Industry and Public Sector Management

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Managing customer expectations in the service encounter

Document Information:
Title:Managing customer expectations in the service encounter
Author(s):Ray W. Coye, (DePaul University, Chicago, Illinois, USA)
Citation:Ray W. Coye, (2004) "Managing customer expectations in the service encounter", International Journal of Service Industry Management, Vol. 15 Iss: 1, pp.54 - 71
Keywords:Consumer research, Service control, Service delivery, Specific performance standard
Article type:Conceptual Paper
DOI:10.1108/09564230410523330 (Permanent URL)
Publisher:Emerald Group Publishing Limited
Abstract:Consumers of services have expectations about what they will receive from the delivery system. These expectations are beliefs about future events which, when compared with the perceived actual service delivered, are presumed to influence satisfaction and assessments of overall service quality. The purpose of this paper is to propose a model that outlines the process through which expectations operate at the point of delivery and provide a framework for future investigations. Implications for management practice focus on service provider behavior at the point of delivery and on control of cues that may influence consumer expectations once they have entered the delivery system. Directions for research include verification of model relationships and identification of specific types of cues that relate to attributes commonly considered in consumers’ judgements of service quality.

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