Delighting customers by managing expectations for service quality: An example from the optical industry

Customer satisfaction measurement and management has the overall objective of satisfying - perhaps even delighting - customers. Exceeding expectations is now widely recognized as an effective route to strategic, market-driven organizational behavior. In the current study, expectations of customers o...

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Bibliographic Details
Published in:Journal of applied business research 1995-04, Vol.11 (2), p.101
Main Authors: Saunders, Paula M, Scherer, Robert F, Brown, Herbert E
Format: Article
Language:English
Subjects:
Attitudes
Brand loyalty
Customer relations
Customer satisfaction
Customer services
Health care industry
Optical industry
Outpatient care facilities
Perceptions
Quality of service
Statistical analysis
Studies
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Summary:Customer satisfaction measurement and management has the overall objective of satisfying - perhaps even delighting - customers. Exceeding expectations is now widely recognized as an effective route to strategic, market-driven organizational behavior. In the current study, expectations of customers of a wholesale optical organization who were delighted with a supplier's total product and service offering were compared and contrasted with those who were not delighted but were still either satisfied, or somewhat satisfied, with the focal organization's performance.
ISSN:0892-7626
2157-8834