The nature and determinants of customer expectations of service

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman

Research output: Contribution to journalArticle

1273 Scopus citations

Abstract

A conceptual model articulating the nature and determinants of customer expectations of service is proposed and discussed. The model specifies three different types of service expectations: desired service, adequate service, and predicted service. Seventeen propositions about service expectations and their antecedents are provided. Discussion centers on the research implications of the model and its propositions.

Original languageEnglish (US)
Pages (from-to)1-12
Number of pages12
JournalJournal of the Academy of Marketing Science
Volume21
Issue number1
DOIs
StatePublished - Dec 1 1993
Externally publishedYes

ASJC Scopus subject areas

  • Business and International Management
  • Economics and Econometrics
  • Marketing

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