Answer:
Expectations and the servicescape are key factors in shaping how customers perceive and experience a service.
- Expectations: Customer expectations set the standard for how satisfied they will be with a service. Meeting or surpassing these expectations leads to happy customers and loyalty.
- Servicescape: The physical environment where a service is provided influences how customers feel and behave. A well-designed and welcoming servicescape can enhance the overall customer experience.
By managing expectations and creating a positive servicescape, service providers can improve customer satisfaction and loyalty.
