person can establish expectations for a service he or she has not yet experienced through word-of-mouth communications,personal needs,past experiences,and promotional activities.However,the actual experience(s)are determined by

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The actual experience(s) of a service are determined by the way the organization actually delivers its service, regardless of the expectations a person may have established prior to the service. While positive reinforcement and repeat encounters may contribute to future expectations, they do not determine the actual experience of the service. Psychological feelings of well-being may result from the experience, but do not determine the actual experience itself. A formal post-purchase evaluation or questionnaire may provide feedback on the experience, but does not determine the actual experience.

Person Can Establish Expectations for a Service He or She