MKT 723 Study Guide - Dating

• School: Ryerson University
• Department: Marketing
• Course: MKT 723
• Professor: Armand Gervais

Document Summary

A blend of what the customer believer can be and should be : ex) customer who sign up for a computer dating service expect to find compative, attractive, intering people to date. The expectation reflects the hopes and wishes of those custoemers: adequete service: threshold level of acceptable service. Their standard of adequet service was much lower than their desired service: adequte service represents the. Lower boundary of customer expectation minimum tolerable expectation, bottom level of performance acceptable to the customer: the extent to which customers recognize and are willing to accept the variation is called the zone of tolerance. If service drops below adequate service- the minimum level considered acceptable- customers will be frustrated and their satisfaction with the company will be undermined. In a business to business service, customer expectations are driven by the expectations of their own customers. Business to business customers may also derive their expectation from their managers or supervisors.