Consumer and provider expectations and experiences in evaluating professional service quality |
| |
Authors: | Teresa A Swartz Stephen W Brown |
| |
Institution: | (1) Present address: Arizona State University, Arizona, USA |
| |
Abstract: | Providers of professional services have recently awakened to consumer challenges, competition and the realities of marketing.
Looking at the expectations and experiences of providers and consumers can provide special insight into the services evaluation
process and perceived service quality. By evaluating both professionals’ and consumers’ perspectives, differences in perceptions
can be identified and characterized. Inconsistencies in perceptions between two parties to an exchange may result in dissatisfaction,
while positive consistencies in these assessments aid in building on-going relationships. |
| |
Keywords: | |
本文献已被 SpringerLink 等数据库收录! |