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The Nature and Determinants of Customer Expectations of Service
Valarie A. Zeithaml
Schmalensee Zeithaml
Leonard L. Berry
Texas A&M University
A. Parasuraman
Texas A&M University
A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service. Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications of the model and its propositions.
Journal of the Academy of Marketing Science, Vol. 21, No. 1,
1-12 (1993)
DOI: 10.1177/0092070393211001
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