Journal of the Academy of Marketing Science

, 21:1

The nature and determinants of customer expectations of service

Authors

  • Valarie A. Zeithaml
    • University of Maryland
  • Leonard L. Berry
    • Texas A&M University
    • Arizona State University
  • A. Parasuraman
    • Texas A&M University
    • Indiana University
Article

DOI: 10.1177/0092070393211001

Cite this article as:
Zeithaml, V.A., Berry, L.L. & Parasuraman, A. JAMS (1993) 21: 1. doi:10.1177/0092070393211001

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.

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Copyright information

© The Academy of Marketing Science 1993