Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers

By Sherriff T. K. Luk, R. Layton. 2002

183 citations recorded by the source corpus.

Subfields: Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/0e3927648b67e645deccafcf25d6428264181032

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Marketing

1. Peter Moizer
2. M. Cameran
3. Angela Pettinicchio

In Organizational Behavior and Human Resource Management

1. Peter Moizer
2. M. Cameran
3. Angela Pettinicchio

Citations in the corpus

• Customer satisfaction, corporate image, and service quality in professional services (2010, methodology): “It is based on the confirmation-versus-disconfirmation paradigm of Churchill and Surprenant (1982) and hypothesizes that customer satisfaction arises from the discrepancies between prior expectations and the actual performance of the product (Luk & Layton, 2002).”