Implicit expectations are the standards or reference points that customers bring into their service experience and are often unspoken or assumed. These expectations can be based on past experiences, word of mouth, or marketing communications. When these implicit expectations are not met, it can lead to customer dissatisfaction because the service or product did not meet the unvoiced standards that customers anticipated. Managing and exceeding these implicit expectations are crucial for customer satisfaction and loyalty2.
1: ASQ - Certified Manager of Quality/Organizational Excellence (CMQ/OE) Handbook. 2: ASQ - Manager of Quality/Organizational Excellence Certification CMQ/OE.
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