Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective
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چکیده
منابع مشابه
Setting Customer Expectation in Service Delivery: An Integrated Marketing-Operations Perspective
Service ̄rms have been increasingly competing for market share on the basis of delivery-time. Many ̄rms now choose to set customer expectation by announcing their maximal delivery-time. Customers will be satis ̄ed if their perceived delivery-times are shorter than their expectations. This gap model of service quality is used in this paper to study how a ̄rm might choose a delivery-time commitmen...
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ژورنال
عنوان ژورنال: Management Science
سال: 2004
ISSN: 0025-1909,1526-5501
DOI: 10.1287/mnsc.1040.0170