1.CHAPTER 03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: sources of expectations are similar for 1 Recognize that customers…

54 This chapterâs objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations…

Slide 1 Slide 2 The Customer’s Role The Employee’s Role 2 Slide 3 Chapter Objectives Define customer service. Describe customer-service expectations. Explain word-of-mouth…

54 This chapterâs objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations…

54 This chapterâs objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations…