Concepedia

Customer Expectations Analysis

Customer Expectations Analysis is a systematic research methodology within the Voice of the Customer domain that identifies, categorizes, and prioritizes customers' anticipated requirements and performance standards for products or services to inform strategic design and improvement decisions.

323

Publications

22.7K

Citations

724

Authors

422

Institutions

Publications per year

2017–2026

80

Parents

Publications

323

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing · 1996 · 3.8K citations

, , +14

The American Customer Satisfaction Index: Nature, Purpose, and Findings

Claes Fornell, Michael D. Johnson, Eugene W. Anderson et al. · Journal of Marketing · 1996 · 1.9K citations

, , +14

Passenger expectations and airline services: a Hong Kong based study

David Gilbert, Robin Wong · Tourism Management · 2003 · 441 citations

, , +16

User Expectations and Rankings of Quality Factors in Different Web Site Domains

Ping Zhang · International Journal of Electronic Commerce · 2001 · 423 citations

, , +13

What You <i>Don't</i> Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions

Roland T. Rust, J. Jeffrey Inman, Jianmin Jia et al. · Marketing Science · 1999 · 402 citations

, , +16

1–5 of 323

Authors

724

  1. AP
    Andrzej Pacana

    Rzeszów University of Technology, Poland

    3 publications · 92 citations

    3

    h-index

  2. KE
    Kenneth E. Clow

    University of Louisiana at Monroe, United States

    3 publications · 191 citations

    3

    h-index

  3. DS
    Dominika Siwiec

    Rzeszów University of Technology, Poland

    3 publications · 92 citations

    3

    h-index

  4. JK
    Jay Kandampully

    The Ohio State University, United States

    3 publications · 308 citations

    3

    h-index

  5. GQ
    Gioconda Quesada

    College of Charleston, United States

    2 publications · 82 citations

    2

    h-index

1–5 of 724

Institutions

422

  1. Hong Kong Polytechnic University

    Hong Kong, Hong Kong

    5 h-index

    8 publications

    320 citations

  2. Pennsylvania State University

    State College, United States

    4 h-index

    6 publications

    365 citations

  3. University of Surrey

    Guildford, United Kingdom

    4 h-index

    5 publications

    1.3K citations

  4. Oklahoma State University

    Stillwater, United States

    4 h-index

    4 publications

    133 citations

  5. The Ohio State University

    Columbus, United States

    3 h-index

    3 publications

    119 citations

  6. Monash University

    Melbourne, Australia

    3 h-index

    4 publications

    224 citations

  7. University of Bradford

    Bradford, United Kingdom

    3 h-index

    3 publications

    62 citations

  8. RMIT University

    Melbourne, Australia

    3 h-index

    3 publications

    97 citations

1–8 of 422

Venues

  1. Journal of Services Marketing

    14 publications · 1K citations

    14

    h-index

  2. Managing Service Quality

    MSQ · 10 publications · 903 citations

    10

    h-index

  3. Service Industries Journal

    7 publications · 345 citations

    7

    h-index

  4. 6

    h-index

  5. 5

    h-index

1–5