The antecedents of consumer expectations of services: an empirical study across four industries

Clow, Kenneth E.; Kurtz, David L.; Ozment, John; Ong, Beng Soo

doi:10.1108/08876049710171704

Cited by 97 publications

(91 citation statements)

References 36 publications

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“…En el segundo tipo de antecedentes se encuentran las promesas efectuadas por la empresa Kalamas et al, 2002), especialmente la denominada comunicación boca-oreja (Clow et al, 1997;Weeb, 2000). Mediante estos mecanismos de comunicación, el cliente recopila información que condiciona su estructura de conocimiento y le permite generar una creencia sobre lo que debe ocurrir en la relación con el proveedor.…”

Section: Las Expectativas Sobre La Calidad Del Serviciounclassified

“…Tienen su origen en la teoría de la expectativa-valor de Tolman (Clow et al, 1997;Rodríguez del Bosque, San Martín & Collado, 2006), que estudia el comportamiento del ser humano y establece que la reacción a determinados estímulos no es de carácter mecánico e inconsciente, sino que la conciencia y la imaginación del individuo representan un papel importante. La actitud hacia un objeto se forma en función de las creencias y de la evaluación subjetiva de los atributos del objeto.…”

Section: Enfoque De Comparaciónunclassified

“…• Expectativas de punto ideal alcanzable: en las que el nivel ideal es alcanzable y además este nivel podría ser actualmente entregado por el mejor de los suministradores del servicio (Clow et al, 1997).…”

Section: Enfoque De Cantidad Idealunclassified

“…Miller, 1977;Clow, Kurtz, Ozment & Soo Ong, 1997;Weeb, 2000;Kalamas, Laroche & Cézard, 2002;Finsterwalder, Kuppelwieser & De Villiers, 2012;Golder, Mitra & Moorman, 2012.…”

Section: Comunicación Interpersonal O Boca-orejamentioning

confidence: 99%

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Diez tipos de expectativas

Borondo

Ayensa

Pascual

et al. 2016

REVISTA PERSPECT. EMPRESARIAL

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RESuMEN Durante décadas el concepto de expectativas ha sido ampliamente estudiado, lo cual ha provocado una proliferación terminológica y, con ella, una confusión semántica. este artículo tiene por objetivo ofrecer un marco integrador que facilite el estudio de las expectativas. Se han detectado numerosas formas de interpretar las expectativas y, tras el análisis de contenido, los autores han identificado cuatro enfoques: i) comparación, ii) cantidad ideal, iii) niveles, iv) momento de valoración. además, se intenta dar respuesta a cuáles son los factores que condicionan la creación de las expectativas, cómo afectan los juicios sobre el servicio y qué límites son considerados para definir el nivel de prestación del servicio. Todas estas preguntas tienen como finalidad determinar la presencia de las expectativas a lo largo del proceso de compra.PAlAbRAS ClAVE calidad de servicio, comportamiento del consumidor, expectativa, satisfacción.

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Section: Las Expectativas Sobre La Calidad Del Serviciounclassified

Section: Enfoque De Comparaciónunclassified

Section: Enfoque De Cantidad Idealunclassified

“…Miller, 1977;Clow, Kurtz, Ozment & Soo Ong, 1997;Weeb, 2000;Kalamas, Laroche & Cézard, 2002;Finsterwalder, Kuppelwieser & De Villiers, 2012;Golder, Mitra & Moorman, 2012.…”

Section: Comunicación Interpersonal O Boca-orejamentioning

confidence: 99%

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Diez tipos de expectativas

Borondo

Ayensa

Pascual

et al. 2016

REVISTA PERSPECT. EMPRESARIAL

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“…Understanding the customers' expectations of the service that is provided intangibly is the key to ensure the tangible quality of the service. Therefore, expectations play a key role in the evaluation of the service quality (Clow et al, 1997;Cronin & Taylor, 1992;Grönroos, 1984;Lehtinen&Lehtinen, 1982;Parasuraman et al, 1985;Tse& Wilton, 1988).…”

Section: Introductionmentioning

confidence: 99%

A comparison of the pre-education expectations, perceptions developed through the experience, and motivation of the students taking vocational tourism education

2017

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The quality of tourism education provided at vocational schools could be achieved through a two-way interaction between the school and the students. In order for tourism education provided at vocational schools aiming to train mid-level human resources for the tourism sector to be at desired quality, it is of paramount importance to know the levels of expectations, perceptions, and motivation of students, who are the most important elements of education.This study aimed to determine students' pre-education expectations, perceptions developed in the education process and finally their motivation regarding the tourism education provided. Data were collected through questionnaires consist of a personal information and three scales (motivation, expectation and perception scales for tourism education). In this study, it was detected that the levels of expectations that 423 students receiving associate degree tourism education had prior to tourism education affected the levels of perceptions formed in the process and motivation positively. However, as a result of the fact that the expectations of the students who had high expectations prior to tourism education were not met during their experiences, their perceptions fell compared to the expectation and they had motivation at the rate of the perceptions formed. It was revealed that vocational schools were insufficient to meet student expectations.

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What drives consumer expectations for institutional food? Identifying antecedents of normative and predictive expectations in baby boomers

Andreassen,

Gjerald

2023

J of Consumer Behaviour

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Consumer expectations play a crucial role in shaping consumer experiences, and it is important to understand what factors contribute to these expectations. However, there is limited research on the factors that influence expectations, particularly internal factors. Additionally, few studies differentiate between types of expectations and their underlying causes. This study focuses on normative and predictive expectations related to institutional food and examines how individual psychological factors (such as entitlement, subjective knowledge, and sensitivity to disconfirmation) and sociocultural factors (like word of mouth and temporal focus) influence these expectations. The researchers used surveys to collect data from two different groups of baby boomers in Norway, with a total of 300 participants in each group. The findings reveal that normative and predictive expectations for institutional food differ in their content, and individual psychological and sociocultural factors affect different types of expectations. Individual psychological factors have a stronger influence on normative expectations, whereas sociocultural factors primarily impact predictive expectations. Further research should explore the relationship between the content of expectations and their drivers in other contexts. This study contributes to our understanding of the factors that shape consumer expectations, particularly in non‐hedonic consumption experiences.

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The antecedents of consumer expectations of services: an empirical study across four industries

Cited by 97 publications

References 36 publications

Diez tipos de expectativas

Diez tipos de expectativas

A comparison of the pre-education expectations, perceptions developed through the experience, and motivation of the students taking vocational tourism education

What drives consumer expectations for institutional food? Identifying antecedents of normative and predictive expectations in baby boomers

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