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Amity Business School MBA Class of 2010, Semester III Customer Expectations of Service Prof. P K Bansal
[object Object],[object Object]
Customer Expectations ,[object Object],[object Object],Desired Service Zone of Tolerance Adequate Service
Zone of Tolerance ,[object Object]
Zone of Tolerance for Different Service Dimensions Most Important Factors (reliability) Least Important Factors (tangibles) Level of Expectation Adequate Service Desired Service Zone of Tolerance Zone of Tolerance Desired Service Adequate Service As a service dimension increases in importance, zone of tolerance narrows and adequate service levels increase
Antecedents of Desired Service Lasting Service Intensifiers Personal Needs Zone of Tolerance Desired Service Adequate Service
[object Object],[object Object],[object Object],[object Object],Factors that Influence Desired Service
Antecedents of Adequate Service Self-Perceived Service Role Situational Factors Perceived Service Alternatives Temporary Service Intensifiers Zone of Tolerance Desired Service Adequate Service Predicted Service
[object Object],[object Object],[object Object],[object Object]
Antecedents of Adequate Service ,[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Antecedents of Desired and Predicted Service Predicted Service Explicit Service Promises Implicit Service Promises Word-of-Mouth Past Experience Zone of Tolerance Desired Service Adequate Service
[object Object],[object Object],[object Object]
[object Object],[object Object]
Issues Involving Customer Service Expectations ,[object Object],[object Object],[object Object],[object Object]

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F18f708 Expectations

  • 1. Amity Business School MBA Class of 2010, Semester III Customer Expectations of Service Prof. P K Bansal
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  • 5. Zone of Tolerance for Different Service Dimensions Most Important Factors (reliability) Least Important Factors (tangibles) Level of Expectation Adequate Service Desired Service Zone of Tolerance Zone of Tolerance Desired Service Adequate Service As a service dimension increases in importance, zone of tolerance narrows and adequate service levels increase
  • 6. Antecedents of Desired Service Lasting Service Intensifiers Personal Needs Zone of Tolerance Desired Service Adequate Service
  • 7.
  • 8. Antecedents of Adequate Service Self-Perceived Service Role Situational Factors Perceived Service Alternatives Temporary Service Intensifiers Zone of Tolerance Desired Service Adequate Service Predicted Service
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  • 12. Antecedents of Desired and Predicted Service Predicted Service Explicit Service Promises Implicit Service Promises Word-of-Mouth Past Experience Zone of Tolerance Desired Service Adequate Service
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