The customer today has become more demanding and is only satisfied as long as his requirements are constantly met (Ward 1994). The success of a company largely depends on customer satisfaction and for this the businesses throughout the world are focusing on measuring and improving the satisfaction level of both internal and external customers. The expectations of the customers are simple; all they desire are timely quality solutions within budget. Meeting these expectations results in customer satisfaction. The basic condition for delivering superior service is to understand customer expectations; customers have preconceived expectations when judging a firm’s service. The Theory of Expectations is the most commonly accepted theory in this regard. It states that the customer has a predetermined standard of expectations and the satisfaction or dissatisfaction results from a comparison between these predetermined sets of expectations and the actual performance of the product or the service (Swamidass 2000). Given the fact that the extent to which customer expectations are met will decide their level of satisfaction from the services, it is very important to understand their expectation in the first place and then to deliver on those expectations (Rai 2007). Keiningham and Vavra (2001) further explain that the customer satisfaction can be broadly categorized into three zones: the zone of pain where the customer expectations are not met; the zone of mere satisfaction where, although the customer expectations are met, but the company is not offering anything unique which would distinguish itself from others in the market. In this case the customers can easily switch over to similar products offered by other companies and finally is the zone of delight. The zone of delight is that where the customer expectations are not only fully met but are exceeded, which leads to customer loyalty and word of mouth marketing. For instance, iPhones and iPads are more popular among people because the Apple Store has a greater content of music, films, books, TV shows and other multimedia apps which the users can download directly (Arthur 2012); these are the extra services which ensure customer expectations are exceeded. Types of Customer Expectations Jugulum and Samuel (2010) have stated the customer expectations to be of three types: performance, perceptions and outcome expectations. The first two expectations are linked to the products delivered to the customers and for this reason are also known as the product expectations. The third type of expectation – the outcome expectation – exists in the absence of the products as well. The performance expectations can be measured and revolve around the quality of the product, cost and availability. The second type of expectations or the perception expectations are unclear and difficult to measure expectations; user friendliness of a product, its look and feel, durability and timelessness and also ease of doing business come under these types of customer expectations. According to Jugulum and Samuel (2010), most of the perception expectations can be measured and once a framework for measuring them is established, they become performance expectations. The outcome expectations are the results a customer desires through the use of the product or by working with a particular provider. The outcome expe
Discuss the critical factors relating to Customer Expectations and the ways in which organizations can ensure that these expectations are consistently met or exceeded Customers are users of products and services provided by businesses. Every customer has some expectations from the product he/she uses…
Action Plan 17 Action Plan for Implementation 18 Recruitment 18 Review of Employee Performance 19 Formulation of Personal Development Plans 19 Emotional Intelligence (EQ) 19 Conclusion 20 Bibliography 21 Executive Summary At the core of every successful company, customer care plays a central role in its marketing management plan.
Conversely, an efficient customer service excellence can be considered as one of the major critical success factors towards achieving competitive advantage across all business industries. This is due to the reason that it creates broad array of opportunities for an organisation to preserve its various customer segments with the intention of attaining organisational goals successfully (Centre for Good Governance, n.d.).
These standards in education comprise of the requirements and responsibilities of both the teacher and student in each of the subject they do in every grade. In California, the State Board of Education sets these education standards, covering kindergarten up to the high school level.
Apart from developing advanced technology based products, the company also delivers unique customer services by delivering trust and belief. With this consideration, the paper intends to discuss about the present customer service as well as expectations within Samsung which have emerged from the delivery of superior products and services by the organisation.
What factors makes young online customer satisfied?
The level of satisfaction that these young customers require is often that of the best standard and since there are a diverse number of choices for them to select from; companies have to ensure that their products remain competitive in the market.
And, adopting a very narrow and fixed perspective they tend to think that there is only one cars' market. However it is abundantly clear that customers' uses and expectations from cars' may vary from one customer type to another and each sold car may serve to fulfill different needs.
e property itself is located at 45 Avenue de la Gare, Lausanne located next to Lausanne Railway Station which serves suburban, intercity and European lines, including Paris and Milan. On the opposite side of the road there is Metro Line 2, with direct access to Ouchy. In this
Their roles are similar to the roles of change agent, they make projects objectives their priority and they bring in their experience and skills to drive the project forward (Belassi 1996). In case the project fails, they should have enough courage to accept failure and move on instead of regretting whatever has happened.
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