AUDITING EXPECTATION GAP: NIGERIAN PERSPECTIVE Abstract The audit expectation gap is critical to the auditing profession because the greater the unfulfilled expectation from the public‚ the lower the credibility earning potential and prestige associated with the work of auditors. The study examined the level and nature of expectation gap (performance gap) between auditors and users of financial statements. It sought to establish whether audit expectation gap exists in Nigeria and the perception
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clientheartbeat.com/customer-expectations/ Customer expectation a. The hard facts about customer expectations 1. Manage promises 2. Customers want relationships 3. The service process is the key to exceeding expectations b. Understanding customer expectation The benefits of understanding customer expectations Understanding your customers’ needs C.examples of companies exceeding customer expectations Amazon exceeds expectations with delivery Google and youtube Excellent customer service and high
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of financial services firms‚ the issues about ‘audit expectation gap’ have never been more important. Though it would take an enormous amount of effort to address these issues‚ I will argue that tremendous amounts could be done in order to close the gap down. In this essay I will discuss some of these issues and in particular the strategies to reduce the gap. Definitions Various definitions have been proposed for the audit expectation gap. Humphrey‚ Moizer and Turley (1992)‚ suggest that the
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AUDIT EXPECTATION GAP The phrase "Audit Expectations Gap" was first introduced into the literature over thirty five years ago‚ by Liggio (1974)‚ under the Cohen Commission. It was defined as the difference between the levels of expected performance "as envisioned by the independent accountant and by the user of financial statements" The term ‘expectation gap’ is commonly utilized to describe the situation whereby a difference in expectation exists between a group with a certain expertise‚ and
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AUDIT EXPECTATIONS GAP Definition i) Liggio (1974a) defines it as the difference between the levels of expected performance as envisioned by the independent accountant and by the user of financial statements. The Cohen Commission (1978) on auditors’ responsibility extended this definition by considering whether a gap may exist between what the public expects or needs and what auditors can and should reasonably expect to accomplish. ii) According to Guy and Sullivan (1988)‚ there is a
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03 Customer expectations of service L EARNING O BJECTIVES This chapter’s objectives are to: 1 Recognize that customers hold different types of expectations for service performance. 2 Discuss the sources of customer expectations of service‚ including those that are controllable and uncontrollable by marketers. 3 Acknowledge that the types and sources of expectations are similar for end consumers and business customers‚ for pure service and product-related service‚ for experienced customers and
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understand the customer’s expectations while consuming a service and the satisfaction level of the customer. In this case‚ a consumer experiences a particular service at a hairdressing saloon. The customer expectations are compared with actual outcome. In addition‚ the report also defines and explains SERVQUAL and relates it to the service diary. The service dairy is made to show the importance of a service to a customer and it provides information related to the expectations and what really happened
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the way the employees will behave the customers. In order to achieve this‚ there are some subtle behaviors that can send the most powerful messages to the customers. These involve the prompt initiation of the conversation‚ verbal greeting‚ getting customer committed which are all to welcome the customer as a guest. Hi is a good word with a smile on face to greet. Apart from these‚ icebreakers are also important which dispel the suspicious thoughts of the customers by using some compliments‚ comments
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relating to Customer Expectations and the ways in which organisations can ensure that these expectations are consistently met or exceeded The UK is in a recession and business are getting hit hard‚ people are no longer spending as much money as they once did on luxuries (fool‚ 2012) like going out or away for a short break. Companies need to adapt to this market so that they can continue to be in this market‚ the way that companies can adapt is by offering the best service for customers as possible
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representative ’ Lets see what Kaye Goodwin from Virgin Atlantic has to say! In a day of a representative at Virgin Atlantic I have to look at how these needs are identified and I must cover: Customer requests in writing Customer requests to representatives of organisations verbally (face to face or telephone) Recognition of unstated needs Customer type one: Families If a family was too put in a request in writing‚ because they may have young children‚ they could possibly write their requests
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