Expected
Service
Factors
that effect the service expected
The service
that the client believes he will receive depends fundamentally on
various factors:
1. Transitory
Situations. These
are the factors that make the consumers temporarily sensitive to service.
When they are in a hurry for example, their perception is different.
2. Perceived
alternatives.
What the consumer expects depends on the standard of the different
competitors that constitute alternatives. If the consumer knows many
restaurants in the area that have an excellent service, his expectations
will be of a high standard.
3. Situational
Factors. Sometimes
factors appear that can not be controlled. If it is fair time in a
town and a restaurant is full, the client will most likely understand
and reduce their expectations of the service.
4. A company's
communication.
What a company promises through publicity, sales people and press
releases. They give the consumer certain expectations.
