What You Don’t Know About Customer- Perceived Quality: The Role of Customer Expectation Distributions

Abstract

We show that some of the most common beliefs about customer-perceived quality are wrong. For example, 1) it is not necessary to exceed customer expectations to increase preference, 2) receiving an expected level of bad service does not reduce preference, 3) rational customers may rationally choose an option with lower expected quality, even if all… (More)

Topics

Statistics

0510'01'03'05'07'09'11'13'15'17
Citations per Year

63 Citations

Semantic Scholar estimates that this publication has 63 citations based on the available data.

See our FAQ for additional information.

Cite this paper

@inproceedings{Rust1999WhatYD, title={What You Don’t Know About Customer- Perceived Quality: The Role of Customer Expectation Distributions}, author={Roland T. Rust and Jeffrey Inman and Jianmin Jia and Anthony Zahorik}, year={1999} }