Evaluation of Service Quality Based on Customer Expectations

Tatiana M. Rosina, Belarusian State Economic University

Recommended Citation:
Rosina, Tatiana M. (2016) ‘Evaluation of Service Quality Based on Customer Expectations’, Social Phenomena. 2016  2(5), pp. 88-95.

Abstract
The paper deals with the models of customer service process and their theoretic development, the focus is on the problem of assessment of service quality. Modern approaches require the development of customer service evaluation methods, which should meet the requirements of stakeholders. A review of approaches to assessing the quality of logistic service system is made. Typical customer expectations of freight forwarding services are described.

Keywords: service models, customer expectations, service process, service quality, subject of assessment, methods of assessment.

Открыть на весь экран

References

  1. Лавлок К. Маркетинг услуг: персонал, технологии, стратегии/Лавлок К. -М.: Вильямс. 2005. -1008с.
  2. Zeithaml, V. A., Parasuraman, A., Berry, L. L. Delivering Quality Service: Balancing Customer Perceptions And Expectations. New York: Free Press; 1990.