Which of the following influence customer expectations of service?
A)Word-of-mouth communications
B)Public needs
C)Future experience
D)None of the above

Question

Quizplus · Accepted Answer

Word-of-mouth communications can significantly influence customer expectations of service. When customers hear positive or negative experiences from others, they form an expectation of what kind of service they will receive. This can affect their level of satisfaction with the service they receive, even before they have interacted with the service provider. Public needs and future experience, while important, may not have as direct an impact on customer expectations.

Which of the Following Influence Customer Expectations of Service