Management Theory and Studies for Rural Business and Infrastructure Development, Volume 22

Factors influencing customer expectations

Rimantas Stašys, Artūras Malikovas

Abstract

The study goal – service management professionals to create expectations and influencing
factors management model. Such general methods of scientific research as the Scientific literature
comparative analysis and systematic logical analysis have been used to examine and analyze
relationship between consumer behavior and expectations as well as to highlight the factors
that shape the expectations. Comparison of expectations and evaluation process includes all
stages of consumer behavior: demand generation, information gathering and evaluation, procurement
and behavior following purchasing. Seven influencing factors of consumer expectations:
experience, informal recommendation, a formal recommendation, price, communication,
needs, the service provider image are being distinguished.

Keyword(s): consumer behavior, expectations, quality of service


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Management Theory and Studies for Rural Business and Infrastructure Development eISSN 2345-0355

This journal is published under the terms of the Creative Commons Attribution-Noncommercial 3.0 Unported License. Responsible editor: Dr Audrius Gargasas.