Measuring expectations: forecast vs. ideal expectations. Does it really matter?

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Higgs, Bronwyn, Polonsky, Michael Jay and Hollick, Mary (2005) Measuring expectations: forecast vs. ideal expectations. Does it really matter? Journal of Retailing and Consumer Services, 12 (1). pp. 49-64. ISSN 0969-6989

Abstract

Consumer's participation in service delivery is so central to cognition that it affects consumer's quality evaluations. The study presented in this paper investigates the ways that visitor expectations change as a result of first hand experience with a service in the context of a major art exhibition. The research design allowed for two operational definitions of expectations, namely forecast and ideal expectations, in order to investigate differences between respondents’ pre- and post-experiences with a service. A total of 550 respondent visitors were interviewed during a major art exhibition, using two questionnaires delivered to two sub samples of respondents. The primary questionnaire was designed to capture recalled expectations after visitation while the parallel questionnaire captured forecast expectations prior to visitation and perceptions in the post-experience phase. The findings suggest that forecast expectations were different to ideal expectations in both qualitative and quantitative ways and that these differences had important implications for perceptions of service quality. These differences can be explained, at least in part, by the way that expectations are formed and by the way that expectations are shaped by the actual visitation experience. For market researchers, the question of when and how to measure expectations has important implications for research design.

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Item type Article
URI https://vuir.vu.edu.au/id/eprint/2778
DOI https://doi.org/10.1016/j.jretconser.2004.02.002
Official URL http://www.sciencedirect.com/science?_ob=MImg&_ima...
Subjects Historical > Faculty/School/Research Centre/Department > School of Hospitality Tourism and Marketing
Current > FOR Classification > 1503 Business and Management
Keywords ResPubID8700; expectations, forecast expectations, ideal expectations, service quality, recall, perceptions, satisfaction
Citations in Scopus 41 - View on Scopus
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