Lesson 14º








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.