Search
  Advanced Search
 
Journal search
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

Content: Latest Issue | icon: RSS Latest Issue RSS | Previous Issues

 

Previous article.Icon: Print.Table of Contents.Next article.Icon: .

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.



Fulltext Options:

Login

Login

Existing customers: login
to access this document

Login


- Forgot password?
- Athens/Institutional login

Purchase

Purchase

Downloadable; Printable; Owned
HTML, PDF (278kb)

Due to our platform migration, pay-per-view is temporarily unavailable.

To purchase this item please login or register.

Login


- Forgot password?

Recommend to your librarian

Complete and print this form to request this document from your librarian


Marked list


Bookmark & share

Reprints & permissions