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Customer expectation
 Service Expectations
 Factors that Influence Customer Expectations of
Service
3-2
Customer expectations are
beliefs about service delivery
that serve as standards or
reference. points against which
perfo...
3-4
3-5
3-6
Adequate Service
Desired Service
Zone of
Tolerance
← Delights
← Desirables
← Musts
3-7
The range of expectations between
desired and adequate…
• can be wide or narrow
• can change over time
• can vary among i...
3-9
3-10
3-11
3-12
Customer expectation- Zone of Tolerance
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Customer expectation- Zone of Tolerance

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This ppt says about Zone of Tolerance between Desired and Adequate Service.

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Customer expectation- Zone of Tolerance

  1. 1. Customer expectation
  2. 2.  Service Expectations  Factors that Influence Customer Expectations of Service 3-2
  3. 3. Customer expectations are beliefs about service delivery that serve as standards or reference. points against which performance is judged.
  4. 4. 3-4
  5. 5. 3-5
  6. 6. 3-6
  7. 7. Adequate Service Desired Service Zone of Tolerance ← Delights ← Desirables ← Musts 3-7
  8. 8. The range of expectations between desired and adequate… • can be wide or narrow • can change over time • can vary among individuals • may vary with the type of product/service 3-8
  9. 9. 3-9
  10. 10. 3-10
  11. 11. 3-11
  12. 12. 3-12

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