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Retricted access

Research article

First published 2016-11

When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction

Johannes Habel, Sascha Alavi, Christian Schmitz [...]

Journal of Service Research

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Other

First published 2016-10

Closing the Stakeholder Expectation Gap: Managing Customer Expectations toward the Process of Developing Information Systems

Dirk Basten, Georgios Stavrou, Oleg Pankratz

Project Management Journal

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Research article

First published 2008-09

Customer Expectation and Warranty Cost — Nominal-the-Best Case

Naresh Kumar Sharma, David Drain, Elizabeth A. Cudney [...]

Concurrent Engineering

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Research article

First published 2008-02

Assessing Customer Expectations of Information Provided On Restaurant Menus: A Confirmatory Factor Analysis Approach

Juline E. Mills, Lionel Thomas

Journal of Hospitality & Tourism Research

Open access

Research article

First published 2023-6

E-SERV-EX: A Multi-item Scale for Measuring Customer Expectations from the Online Retail Services

Vikas Kumar Tyagi, Sarvesh Kumar, Manish Gulyani [...]

NMIMS Management Review

Open access

Research article

First published 2019-4

Customers’ Expectation,Satisfaction,and Repurchase Intention of Used Products Online: Empirical Evidence From China

Muhammad Ashfaq, Jiang Yun, Abdul Waheed [...]

Sage Open

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Research article

First published 1994-01

Antecedents to Customer Expectations for Service Recovery

Scott W. Kelley, Mark A. Davis

Journal of the Academy of Marketing Science

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Research article

First published 1990-8

A Price Expectations Model of Customer Brand Choice

Manohar U. Kalwani, Chi Kin Yim, Heikki J. Rinne [...]

Journal of Marketing Research

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Research article

First published 1965-8

An Experimental Study of Customer Effort,Expectation,and Satisfaction

Richard N. Cardozo

Journal of Marketing Research

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Research article

First published 1993-01

The Nature and Determinants of Customer Expectations of Service

Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman

Journal of the Academy of Marketing Science

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