Question

What should a service marketer do if customer expectations are deemed unrealistic?

a) Set higher service standards
b) Attempt to educate customers
c) Adjust service processes to meet expectations
d) Ignore unrealistic expectations

Answer 1

If customer expectations are unrealistic in service marketing, a marketer can try to educate customers, adjust service processes, or set higher service standards.

Step-by-step explanation:

If customer expectations are deemed unrealistic in service marketing, there are several steps a marketer can take:

1. Attempt to educate customers: The marketer can provide information to the customers about the limitations or constraints that prevent the service from meeting their expectations, and try to manage their expectations.
2. Adjust service processes to meet expectations: In some cases, the marketer may be able to modify or improve the service processes to better align with the customers' expectations.
3. Set higher service standards: The marketer can aim to exceed customers' expectations by setting higher service standards and delivering a superior service experience.