Working Paper
The Nature and Determinants of Customer Expectations of Service
Jan 1, 1991
Builds on previous work and develops a conceptual model that specifies three types of customer expectations of service: desired, adequate, and predicted.
Working Paper
The Nature and Determinants of Customer Expectations of Service
Jan 1, 1991
Builds on previous work and develops a conceptual model that specifies three types of customer expectations of service: desired, adequate, and predicted.