A DYNAMIC PROCESS MODEL OF DISSATISFACTION FOR UNFAVORABLE,NON‐ROUTINE SERVICE ENCOUNTERS

Abstract

This paper explores the effect of expectations and information on customer dissatisfaction in unfavorable, nonroutine service encounters. In complex services (e.g., health care) with multiple encounters and wide range of services, customers use some of the services rarely or only once. In such encounters, customers may not have clear expectations regarding the process and/or outcome of the impending service delivery. This may increase the likelihood of the customer to perceive poor service or be dissatisfied. Hypotheses regarding the nature of expectations—levels, uncertainty, consistency—and its affects on customer dissatisfaction are tested using a dynamic process model of customer dissatisfaction.

Keywords

SERVICE ENCOUNTERS EXPECTATIONS INFORMATION INDUSTRY STANDARDS

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