Open AccessDelighting Customers By Managing Expectations For Service Quality: An Example From The Optical Industry
Author(s) -
Paula M. Saunders,
Robert F. Scherer,
Herbert E. Brown
Publication year - 2011
Publication title -
journal of applied business research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.149
H-Index - 22
eISSN - 2157-8834
pISSN - 0892-7626
DOI - 10.19030/jabr.v11i2.5880
Subject(s) - marketing , customer satisfaction , business , product (mathematics) , service (business) , service quality , quality (philosophy) , customer delight , customer retention , philosophy , geometry , mathematics , epistemology
Customer satisfaction measurement and management has the overall objective of satisfying---perhaps even delightingcustomers. Exceeding expectations (i.e. going beyond basic customer satisfaction) 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 suppliers 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 organizations performance.