Fluctuating Adequate Performance Expectations: Strategies for Achieving Customer Satisfaction Targets

QUESTION

Of the two types of customer expectations, adequate performance expectations fluctuate the most.

• Describe a situation that would cause adequate expectations to increase, thereby narrowing the width of the zone of tolerance.
• What might a firm do in this situation to achieve its satisfaction targets?
• Support your post with scholarly RESEARCH on product performance expectations.

Need APA format and 2 scholarly sources please 

ANSWER

 Fluctuating Adequate Performance Expectations: Strategies for Achieving Customer Satisfaction Targets

Introduction

Customer expectations play a pivotal role in shaping consumer satisfaction and loyalty towards a product or service. There are two types of customer expectations: desired performance expectations and adequate performance expectations. Adequate performance expectations refer to the minimum level of performance a customer considers acceptable for a product or service. This essay explores a situation that could cause adequate expectations to increase, consequently narrowing the zone of tolerance, and discusses strategies that firms can implement to achieve their satisfaction targets.

Situation Causing Increased Adequate Expectations

A situation that may cause adequate expectations to increase could be a significant technological advancement in the industry. When a novel innovation or advancement emerges, customers’ perceptions of what constitutes acceptable performance might be altered. For instance, if a firm has been providing smartphones with a particular battery life that was considered adequate by customers, a competitor’s release of a smartphone with substantially improved battery performance might shift customers’ minimum acceptable level upwards. Consequently, this shift will narrow the zone of tolerance, leading customers to demand better performance from the existing products in the market.

Narrowing the Zone of Tolerance

To achieve satisfaction targets in a scenario of increased adequate expectations, firms must employ strategic approaches. Here are two strategies supported by scholarly research:

Continuous Product Innovation

A study conducted by Tsekouras and Tsekouras (2019) emphasizes that firms must embrace continuous product innovation to remain competitive and meet customer expectations. In the context of increasing adequate expectations, firms should invest in research and development to improve existing products or develop new ones that exceed the upgraded minimum acceptable performance standard. Regularly introducing cutting-edge features or functionalities can help narrow the zone of tolerance and position the firm as a market leader, garnering higher customer satisfaction.

 Effective Communication and Transparency

According to Kim and Jain (2019), effective communication and transparency are vital in managing customer expectations. In the situation of increased adequate expectations, it is essential for firms to openly communicate the efforts being made to improve product performance and meet the evolving standards. Companies should be transparent about their development processes, timelines, and challenges faced. This approach fosters customer trust and patience while the firm endeavors to meet the heightened demands. It also reduces the likelihood of customers switching to competitors who may temporarily have a competitive edge.

Conclusion

In conclusion, customer expectations are subject to fluctuations, especially when a significant technological advancement occurs. Adequate performance expectations can rise, narrowing the zone of tolerance, and increasing customers’ minimum acceptable standards. In such situations, firms must adopt strategies that address these heightened expectations to achieve their satisfaction targets. Continuous product innovation and effective communication and transparency emerge as viable strategies, supported by scholarly research, to meet and even exceed customer expectations. By implementing these approaches, firms can enhance customer satisfaction, loyalty, and market competitiveness.