... to assess quality. © MCB UP Limited 1997 Empirical studies Expectations Fast‐food industry Service quality According to Eagly and Chaiken (1993) an attitude is a general and enduring positive or negative feeling about some person, object or issue. Attitudes are learned dispositions...

... of consumers’ experience of the service on them. The results of the study demonstrate that experience of the service has a clear influence on expectations, at least within the context of the fast‐food industry. As consumers become more frequent users of a service they will place more reliance on information...