The five types of customer expectations include:
- Explicit Expectations – Clearly stated customer demands, such as a refund policy.
- Implicit Expectations – Unspoken assumptions, like fast service or product durability.
- Dynamic Performance Expectations – Expectations that change over time, such as faster delivery.
- Interpersonal Expectations – Expectations regarding behavior, like polite customer service.
- Situational Expectations – Expectations that arise in specific scenarios, like holiday discounts.