{"id":8304,"date":"2016-06-09T11:40:15","date_gmt":"2016-06-09T09:40:15","guid":{"rendered":"\/?p=8304\/"},"modified":"2017-03-21T11:44:50","modified_gmt":"2017-03-21T10:44:50","slug":"customer-expectations-vs-service-delivered","status":"publish","type":"post","link":"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/","title":{"rendered":"Customer expectations VS Service delivered"},"content":{"rendered":"<p>Customer <strong>satisfaction<\/strong> is the priority of every company and organization that operates in the context of current markets and, quoting <strong>Kotler<\/strong>, the satisfaction refers to &#8220;the state of mind of the person who receives a service that correspond to his expectations.&#8221;<br \/>\nCustomer <strong>expectations<\/strong> are those standards and those reference points that consumers carry with them in the experience of service. The sources of these expectations include both factors controlled by the company (price, advertising, commercial promises) and external factors (innate personal needs, word of mouth, competitors proposals, lived experience) .<\/p>\n<p>How to bridge this <strong>gap<\/strong> then? First, ensure <strong>good service<\/strong> means <strong>match or exceed the expectations of consumers<\/strong>, this means that the quality of service, as perceived by customers, can be defined as &#8220;the gap between the expectations or desires of customers and their perceptions&#8221;.<br \/>\nWhen the service is better than the expectations the customer is satisfied, most likely he will remain loyal to the company and will push others to make use of the same product \/ service. If the quality of service is below expectations, the customer will be disappointed and, almost certainly, will not buy from the same company and will inform his acquaintances of his negative experience and suggesting them not to buy from the same company. When the service meets the expectations of consumers, they are not surprised by the service received, they consider it normal and, in this position, competitors can more easily conquer them.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer satisfaction is the priority of every company and organization that operates in the context of current markets and, quoting Kotler, the satisfaction refers to &#8220;the state of mind of the person who receives a service that correspond to his expectations.&#8221; Customer expectations are those standards and those reference points that consumers carry with them [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":5469,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[130],"tags":[386,176,446,164,448,377],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer expectations VS Service delivered - Pat<\/title>\n<meta name=\"description\" content=\"Ensure good service means match or exceed the expectations of consumers. Ensure good service means obtain Customer Satisfaction\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer expectations VS Service delivered - Pat\" \/>\n<meta property=\"og:description\" content=\"Ensure good service means match or exceed the expectations of consumers. Ensure good service means obtain Customer Satisfaction\" \/>\n<meta property=\"og:url\" content=\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/\" \/>\n<meta property=\"og:site_name\" content=\"Pat\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/patsrl\/\" \/>\n<meta property=\"article:published_time\" content=\"2016-06-09T09:40:15+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2017-03-21T10:44:50+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/pat.eu\/wp-content\/uploads\/Ev_aspettative.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"640\" \/>\n\t<meta property=\"og:image:height\" content=\"360\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Silvia Beda\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@patgroup\" \/>\n<meta name=\"twitter:site\" content=\"@patgroup\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Silvia Beda\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/\"},\"author\":{\"name\":\"Silvia Beda\",\"@id\":\"https:\/\/pat.eu\/en\/#\/schema\/person\/cd7d99a8f93c5f45f7bdd9a15a57c130\"},\"headline\":\"Customer expectations VS Service delivered\",\"datePublished\":\"2016-06-09T09:40:15+00:00\",\"dateModified\":\"2017-03-21T10:44:50+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/\"},\"wordCount\":244,\"publisher\":{\"@id\":\"https:\/\/pat.eu\/en\/#organization\"},\"keywords\":[\"Customer expectation\",\"Customer Experience\",\"Customer Experience\",\"Customer Service\",\"Customer Service\",\"Satisfaction\"],\"articleSection\":[\"Blog\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/\",\"url\":\"https:\/\/pat.eu\/en\/2016\/customer-expectations-vs-service-delivered\/\",\"name\":\"Customer expectations VS Service delivered - Pat\",\"isPartOf\":{\"@id\":\"https:\/\/pat.eu\/en\/#website\"},\"datePublished\":\"2016-06-09T09:40:15+00:00\",\"dateModified\":\"2017-03-21T10:44:50+00:00\",\"description\":\"Ensure good service means match or exceed the expectations of consumers. 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