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Influences Upon Consumer Expectations of Services

Influences Upon Consumer Expectations of Services Provides insight into the concept of quality in the service marketby investigating possible influences on consumer expectations of qualityand how these expectations may be better met. Reports on a studyexamining the effects of certain stimuli on expectations regardingdifferent types of service. Discovers that significant differences werefound regarding the nature of the expectations as the stimuliwerevaried, differences which remained after involvement and the removalof personal need effects. Offers recommendations to service providersand includes an explanation of the methodology used in the study. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Journal of Services Marketing Emerald Publishing

Influences Upon Consumer Expectations of Services

Webster, Cynthia
Journal of Services Marketing , Volume 5 (1): 13 – Jan 1, 1991
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13 pages

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Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
0887-6045
DOI
10.1108/08876049110035440
Publisher site
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Abstract

Provides insight into the concept of quality in the service marketby investigating possible influences on consumer expectations of qualityand how these expectations may be better met. Reports on a studyexamining the effects of certain stimuli on expectations regardingdifferent types of service. Discovers that significant differences werefound regarding the nature of the expectations as the stimuliwerevaried, differences which remained after involvement and the removalof personal need effects. Offers recommendations to service providersand includes an explanation of the methodology used in the study.

Journal

Journal of Services Marketing – Emerald Publishing

Published: Jan 1, 1991

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