Highlights on the Concepts of Promised Services, Delivered Services and Customer’s Expectations

Cãruntu Andreea Laura () and Caruntu Constantin
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Cãruntu Andreea Laura: Bucharest University of Economic Studies
Caruntu Constantin: Bucharest University of Economic Studies

Ovidius University Annals, Economic Sciences Series, 2012, vol. XII, issue 3, 42

Abstract: The concept of services is a more complex one than people actually understand because there are many difference between goods and services. The objective of the paper is to introduce the reader in the world of services by highlighting the relationships between the promised services and the delivered one. Customers are the key of any business and this thing also happens in the services area. That is why a customer should receive the services promised and not something else. The delivery of services represents a complex process where employees have the most important role.

Keywords: services; delivery; promises; gap model. (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2012
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