Detail The Nature and Determinants of Customer Expectations of Service (Journal of the Academy of Marketing Science Volume 21, Number 1) Bibliografi Author: Zeithaml, Valarie A. ; Berry, Leonard L. ; Parasuraman, A. Topik: Costumer Service; Service Expectations Bahasa: (EN )     Penerbit: Academy of Marketing Science     Tahun Terbit: 1993     Jenis: Article - untuk jurnal ilmiah Fulltext: The Nature and Determinants of Costumer Expectations of service.pdf (1.27MB; 38 download) 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. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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