Question

Expectations of services might differ among customers.

In light of this statement, discuss factors affecting customers' expectations and explain the implications of these expectations on service providers.

Support your answer with illustrative examples.

Answer 1

Some of the factors influencing customer expectations are such as

• Prior or earlier customer experience with the service provider. If these are highly satisfied then these set high level of expectations which need to be maintained. In case these are not satisfied with their earlier experience with the service provider then there will be lack of confidence and lower expectations.
• Communications with the customers using social media, print advertising, TV or radio, etc. contribute towards the customers’ expectations. It need to be clear and consistent.
• Reviews of the services offered before customers make decisions to seek the offerings.
• Service provider’s rapport with other companies.