Managing customer expectations of service quality : does it make a difference?

Please use this identifier to cite or link to this item: https://www.um.edu.mt/library/oar/handle/123456789/105630

Title:	Managing customer expectations of service quality : does it make a difference?
Other Titles:	Enhancing knowledge development in marketing
Authors:	Caruana, Albert Pitt, Leyland F. Money, Arthur H.
Keywords:	Marketing -- Management Customer services -- Case studies Customer relations -- Management -- Case studies
Issue Date:	1994
Publisher:	American Marketing Association
Citation:	Pitt, L.F., Caruana, A., & Money, A. H. (1994). Managing customer expectations of service quality: Does it make a difference? In R. Achrol & A. Mitchell (Eds.). Enhancing Knowledge Development in Marketing (pp. 412-419). Chicago: American Marketing Association.
Abstract:	This paper reports on two studie;s of expectations management practices in British services firms, and offers a checklist to use in the evaluation of expectations management practices. It links expectations management practices to overall corporate perfonnance, and sales growth, but fails to find a relationship between expectations management and ROCE.
URI:	https://www.um.edu.mt/library/oar/handle/123456789/105630
Appears in Collections:	Scholarly Works - FacMKSCC

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