Expectations of Service Responses from Federal Politicians
Abstract
The service expectation literature is well developed with clearly identified customer
expectation determinants. The public sector service expectation literature is, however, underrepresented
in the literature and there are large gaps in our knowledge. Public sector
marketing represents a dichotomy, with public service and electoral office roles being clearly
delineated. This dichotomy of roles introduces variations in service expectations that are not
empirically explored. This paper reviews the literature and presents electoral office service
expectation propositions as a foundation for future research.The service expectation literature is well developed with clearly identified customer
expectation determinants. The public sector service expectation literature is, however, underrepresented
in the literature and there are large gaps in our knowledge. Public sector
marketing represents a dichotomy, with public service and electoral office roles being clearly
delineated. This dichotomy of roles introduces variations in service expectations that are not
empirically explored. This paper reviews the literature and presents electoral office service
expectation propositions as a foundation for future research.
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Conference Title
ANZMAC 2006 Conference Proceedings
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Copyright Statement
© The Author(s) 2006. The attached file is reproduced here in accordance with the copyright policy of the publisher. For information about this conference please refer to the conference’s website or contact the author(s).