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MariuszBranowski
supportingthedevelopmentoftheentrepreneurship)andbymorethanoneperson
fromthesingleinstitution.
Minimumtwosidesnotifyingexpectationsarepresentinthecaseoftheadvi-
soryundertakingconnectedwiththehelpinnegotiationsorinthemediatione.g.
theconsultingfirmdrawsupaplanofthefinancialrestructuringofthecompany
andleadsnegotiationswithexternalinvestors.Theessenceofnegotiationandthe
mediationmeansreachingtheagreementinthesituationofcontradictoryexpecta-
tionsnotifiedbysides.Inthiscasecontradictoryexpectationscanbealsonotified
bypersonsrepresentingasingleinstitution[3].
Expectationsarebeliefs[21]aboutthelikelihoodthataconsultingserviceisas-
sociatedwithcertainattributes,benefits,oroutcomes.Forthepresentarticlethe
followingdescriptionofthecustomerexpectationshasbeenaccepted.Expectations
ofconsultingfirmcustomersaretheirvariableintime,beliefsconcerningattributes
ofserviceprocessanditsoutcomes.Notifyingexpectationscanbenumerousand
havecomplicatedstructure[25,26].Anobjectofthepresentpaperwillbefirstof
allexpectationswhichconcernwhatwillbereachedasaresultoftheservice-
process,andnottheexpectationsconcerninghowthisprocesswillrun.Usingthe
glossarytermsintroducedinwork[10]itcanbesaidthatanobjectofthepresent
paperwillbefirstofalltechnicaland“should”expectations[14](notfunctional
and“will”expectations).Atfirst,Grönroos[10]usedatwo-dimensionalmodelto
studyservicequality.Thefirstdimensionis“TechnicalQuality”thatreferstothe
outcomeoftheserviceperformance.Theseconddimensionis“FunctionalQuality”
thatreferstothesubjectiveperceptionofhowtheserviceisdelivered.Itistheref-
lectionoftheconsumer’sperceptionoftheinteractionsbetweenconsumersand
serviceproviders.Accordingtohismodel,thesetwodimensionsofserviceper-
formancearecomparedtothecustomer’sexpectationsandeventuallythecustomer
hashis/herownservicequalityperception.Referringtothepresentedinthepaper
[29]"ServiceQualityDeterminants"andusingthemtothedescriptionoftheobject
ofthepresentpaperonecanrefertoexpectationsconcerning:
-understandingthecustomer-makingtheefforttoknowcustomersandtheir
needs,
-reliability-abilitytoperformthepromisedservicedependablyandaccurately,
however,itdoesnotrefertotheexpectationsconcerning:
-tangibles-appearanceofphysicalfacilities,equipment,personnel,andcom-
municationmaterials,
-responsiveness-willingnesstohelpcustomersandprovidepromptservice,
-competence-possessionoftherequiredskillsandknowledgetoperformthe
service,
-courtesy-politeness,respect,consideration,andfriendlinessofcontactperson-
nel,
-credibility-trustworthiness,believability,honestyoftheserviceprovider,
-security-freedomfromdanger,riskordoubt,
-access-approachabilityandeaseofcontact,
