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.