Table of Contents
Consumer Expectations of ServicesZone of Tolerance and Importance of Service Dimensions
Zones of Tolerance for First-Time and Recovery Service
Factors that Influence Desired Service
Factors that Influence Desired Service
Factors That Influence Adequate Service Expectations
Factors That Influence Adequate Service Expectations
Factors That Influence Adequate Service Expectations
Factors That Influence Adequate Service Expectations
Factors That Influence Adequate Service Expectations
Factors that Influence Desired and Predicted Service
Objectives for Chapter 3: Customer Expectations of Service