Question

Answer the following in 300 words or more:

Consider a recent service purchase that you have made. Which of the factors influencing expectation were the most important in your decision (i.e. personal needs, personal service philosophy, and derived service expectations)? Why?

Answer 1

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Factors influencing Desired Service Expectations:

There are three factors that influence the desired service expectation:

• Personal needs: the nature of customer’s needs (demanding or easy going)

• Personal service Philosophy: the customer’s outlook towards the conduct of the service

. • Derived service expectations: the customer’s intention of meeting the expectations of others (all persons who are receiving the service).

Expectation influencing factors for my recent purchase:

Recently I have availed the services of renting a car. I wanted a car on rent for a week as my car had gone to the garage for some repair work. The desired level of services expected from the dealer was majorly dependent on my personal needs. As I had never availed such services before I expected the dealer to be very informative about the contractual terms, , the legalities involved, the actions and consequences in case of any casualty, the types of cars obtainable on rent, my role in this service, the documentation requirements and procedures and many such other details. I depended a lot on the dealer to get the protocols completed so that the process seems smooth, easy and fast for me.