The Affects of Consumers Expertise and Experience with Service Guarantees on the Expectations within Postal Sector

Ida Ercsey and Jozsa Laszlo

No 179, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: The aim of this paper is to examine the effects of the consumers' expertise the quality experience on the consumers' expectations in case of different type of service guarantees. This study was carried out in the postal clients in the west part of Hungary and was based on one questionnaire. The results showed that consumers' expertise was higher in connection of guaranteed delivery time services. We also found that the expertise had significant differences over the expectations of the transit time at specific guarantee. As can be seen, the analyses resulted that the direct client experience had significant effect on the clients' expectations of the compensation lost deliveries in case of specific guarantee. Of particular interest was the finding that the effect of clients' expertise was significant in case of general guarantee, too. Finally, the implications and limitations are discussed.

Keywords: consumer experience; consumer expertise; service guarantee; Expectatio ns (search for similar items in EconPapers)
Date: 2010-07-05
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