Ch4: Customer Expectations of Service by Shubham Jindal https://padlet.com/shubham8424/j9qlbhycag3w Class Notes for Services Marketing en-us 2018-04-02 02:38:44 UTC 2026-02-03 16:42:55 UTC hello@padlet.com https://padlet-assets.s3.amazonaws.com/icons/Apple.png Aims shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247724228 - Recognising different customer's expectations for service performance.

- The controllable and uncontrollable sources of customer expectations of service.

- Types and sources of expectations are similar for end consumer and business customers. (for pure, product related, for experiences and inexperienced customers)]]> 2018-04-02 02:40:11 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247724228 Hideo Majima, 57) Case shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247724628 Japanese customers have high level expectations of service levels even in Great Britain.]]> 2018-04-02 02:45:10 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247724628 International Hotel Case shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247724837 US 2 star hotel will have clean room, large beds, air conditioning, etc. However, in the UK a 2 star hotel will have less amenities.]]> 2018-04-02 02:47:34 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247724837 Possible Levels of Customer Expectations shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247725135 1) Minimum Tolerable Expectations are necessary for every service.
2) Acceptable Expectations
3) Experience based Norms may arise due to past experience of visits to the service.
4) Normative "Should" Expectations may arise due to set norms of industry. e.g., minimum requirements to announce a hotel as 3 star.
5) Ideal expectations or desires are extremely high levels of customer expectations. Special services, "wished for".]]> 2018-04-02 02:51:19 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247725135 The Zone of Tolerance shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247725703 The extent to which a customer is able to recognize the heterogenous service and able to tolerate the variations.]]> 2018-04-02 02:58:58 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247725703 The zone of tolerance is different for different customers shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247726031 For instance, busy customers may value short waiting time to be more weighted for a service.]]> 2018-04-02 03:02:10 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247726031 The zone of tolerance vary for service dimensions shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247726086 For tangible (high empathy) service/product and higher customer expectations, the zone of tolerance is wider. However, for high customer expectations and reliable services, the zone of tolerance is narrow. E.g., for broken or delayed services i.e., low reliability, the zone of tolerance is very narrow.]]> 2018-04-02 03:02:56 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247726086 Factors influencing desired service shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247726859 2018-04-02 03:13:31 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247726859 Personal Needs shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727478 Physical, Social, Psychological and Functional. E.g., Aravind Eye Care Hospitals


]]> 2018-04-02 03:19:51 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727478 Personal Service Philosophy shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727557 It is the customers' generic attitude towards the proper conduct of service and meaning of the service.]]> 2018-04-02 03:20:26 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727557 Derived Service Expectations shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727609 Customers' expectations are influenced by individuals or group of people.]]> 2018-04-02 03:20:52 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727609 Factors influencing adequate service shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727824 2018-04-02 03:22:45 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727824 Perceived Service Alternatives shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727953 A small town coming up with an airport. Customers are fine with mere 2-3 flights a day.]]> 2018-04-02 03:23:32 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727953 Situational Factors shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727966 Catastrophic or uncontrollable factors such as, earthquake, tornados, etc.]]> 2018-04-02 03:23:41 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247727966 Factors that influence desired and predicted service shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729039 2018-04-02 03:33:50 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729039 Explicit Service Promises shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729414 2018-04-02 03:36:18 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729414 Implicit Service Promises shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729435 2018-04-02 03:36:33 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729435 Word-of-mouth Communications shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729497 2018-04-02 03:36:57 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729497 Past Experience shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729594 2018-04-02 03:37:33 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729594 Challenges shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729702 1) Customers' expectations are "unrealistic."

2) Sould company try to delight customer?

3) Should company exceeding customer service expectations?

4) Do customer service expectations continually escalate?

5) How must a service company stay ahead of competition in meeting customer expectations?]]> 2018-04-02 03:38:05 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247729702 Unrealistic shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730241 Mitigations: Asking customers about their expectations and informing them if they're being unrealistic. Opening them experience-centres.]]> 2018-04-02 03:40:46 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730241 Delight shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730345 Since, company can't delight all customers due to heterogeneity, a company must modify service personalised to most decentralized manner.]]> 2018-04-02 03:41:29 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730345 Exceeding Customers Service Expectations shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730549 E.g., industry growth lead to increase in customers' expectations. For instance, when the telecom industry moved from 2G to 3G, and from 3G to 4G, customers expectations increased.]]> 2018-04-02 03:43:35 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730549 Continually Escalte shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730785 For instance, better service delivery levels continually make customers to expect more from their service providers]]> 2018-04-02 03:45:06 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730785 Competition shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730892 Creating a sustainable competitive advantage by differentiating from competitors. Differentiation is must due to heterogenous nature of services.]]> 2018-04-02 03:46:13 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247730892 Shubham Jindal shubham8424 https://padlet.com/shubham8424/j9qlbhycag3w/wish/247768466 2018-04-02 10:42:11 UTC https://padlet.com/shubham8424/j9qlbhycag3w/wish/247768466