Question

Which of the following is NOT one of the 5 factors that influence adequate service expectations?

(1) transitory service intensifiers,
(2) perceived service alternatives,
(3) customer self-perceived service roles,
(4) situational factors,
(5) predicted service.

Answer 1

Among the provided options, 'predicted service' is NOT one of the five factors that influence adequate service expectations. Instead, it is usually the outcome of other contributing factors.

Step-by-step explanation:

The question pertains to the factors that influence adequate service expectations in a service delivery context. According to the service quality model, there are five key factors that typically influence a customer's service expectations:

1. Word-of-mouth communication,
2. Personal needs,
3. Past experiences,
4. Marketing communications,
5. Transitory service intensifiers.

Among the options provided, (5)

predicted service

is not one of these five factors. Instead, predicted service is often considered to be a result of these influences rather than an influence in its own right. In taking those factors into account, businesses can better understand and manage customer expectations, thus improving the perceived quality of their service.

Therefore the answer is (5) predicted service.