The nature and determinants of customer expectations of service

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


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.


Focus Group Service Quality Customer Satisfaction Consumer Research Focus Group Interview 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© The Academy of Marketing Science 1993

Authors and Affiliations

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

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