Customer Expectations of Service

I. Service Expectations

 

A. Customer Expectations

B. Levels of Expectations

 

C. The Zone of Tolerance

 

II. Should a company try to delight the customer?

 

A. Foundation of Delight

 

B. Delighting a customer

 

C. Positive Disconfirmation

 

D. Elements of Delight

 

 

Copyright © 2007 Drew Martin

Questions and Comments to: drmartin@hawaii.edu

This document was last modified January 5, 2007