The nature and determinants of customer expectations of service

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

DOI: 10.1177/0092070393211001

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


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.

Copyright information

© The Academy of Marketing Science 1993

Authors and Affiliations

  • Valarie A. Zeithaml
    • 1
  • Leonard L. Berry
    • 3
    • 4
  • A. Parasuraman
    • 3
    • 5
  1. 1.University of MarylandUSA
  2. 2.Duke UniversityUSA
  3. 3.Texas A&M UniversityUSA
  4. 4.Arizona State UniversityUSA
  5. 5.Indiana UniversityUSA

Personalised recommendations