The Model of Service-Quality Expectations Is Based on the Premise

question 29

Essay

The model of service-quality expectations is based on the premise that customer perceptions and expectations of service quality change over time, but at any one point in time are a function of prior expectations of what will and what should happen during the service encounter, as well as the actual service delivered during the last contact. The researchers' empirically tested model contends that the two different types of expectations have opposing effects on perceptions of service quality. List these two models.

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Definitions:

Anticompetitive Price Discrimination

Pricing strategies by firms that unreasonably differentiate prices among customers or regions to eliminate competition or create a monopoly.

Price Discrimination

The strategy of selling the same product or service at different prices to different groups of consumers, based on their willingness to pay.

Clayton Act

A law enacted in 1914 to promote competition and prevent monopolies and unfair business practices in the United States.

Antitrust Laws

Laws designed to promote competition and prevent monopolies by regulating business practices that may restrain trade or lead to an unfair concentration of market power.