Customer expectation

1. SESSION NO 03
 Customer expectations of services
 Service expectations
 Factors influencing customer Expectations
 Issues involving customer expectations

2. Service Expectations
 Possible level of expectations
 MinimumTolerable expectations
 Adequate expectation
 Experience based expectations
 Normative (Should expectations)
 Ideal Expectations

3. Types of CE
 Adequate Services
 Desired Services

4. Adequate Services
 Minimum level of service customer would
expect

5. Desired Services
 It is blend of what the customers believe can
be and should be.
 Expectations reflect hope and wish for
 Highest expectations

6. ZONE OF TOLERANCE
 Represent the difference between Desired
services and adequate services

7. Factors influencing CEs
 Sources of desired service expectations
 Personal Needs
 Personal Service Philosophy
 Derived Service expectations

8. Sources of Adequate Services
expectations
 Perceived services expectations
 Situational factors
 Uncontrolled situational factors
 Personal Situational Factors
 Predicted Services

9. Sources of both desired and
predicted service expectations
 Explicit Service Promises
 Implicit Service Promises
 Word of Mouth Communication
 Past experience

10. Issues involving Customers
service Expectations
 What does a service marketers do if customer
expectations are unrealistic?
 Should a company try to delight the
customers?
 How does a company exceed customers
service expectations?
 Do customers service expectations
continually escalate?
 How a service company stay ahead of
competitions in meeting customer

11. Session 04 : Analysis of every
points with examples