Chapter-3: Customer Expectations of Service

1. What types of expectations customers hold from your company?

2. Desired service or adequate service, which is the most easy to provide service for your
company?
3. What do you believe about your customers' zone of tolerance? Please elaborate.
4. Has your company ever faced an unrealistic expectation?
5. Can you please elaborate your company’s explicit and implicit promises? And what have you
done to prevent it?
6. How do technology is changing your way of providing service?
7. Delight, satisfiers, musts, from any of them what do you believe your company should fulfil
8. How do your service marketers influence customer expectation?
9. What do you prefer, wide zone of tolerance or narrow zone of tolerance?