Expectations for Assessment of Services Quality
Ioan Alfred Leţia, Anca Nicoleta Marginean · 2010
The difference between what is expected from a service and what is perceived as a response underlies the estimation of the quality of that service. We propose a mechanism for the assessment of the service quality built on Dolce based expectations. Its components range from expectations creation according to the service description to monitoring of the expectations fullfillment according to the service enactment.