資管系 解燕豪 副教授於
Can Customer Expectations be Measured in Real Time?
：Can Customer Expectations be Measured in Real Time?期刊論文Can Customer Expectations be Measured in Real Time?Yen-Hao Hsieh; Soe-Tsyr YuanExpectation;measurement;real-time;simulation;service scienceInternational Journal of Information Technology & Decision Making, 15(1), pp.119-149Customer expectation has been an important issue across different academic fields. Customer expectation management enables service providers to provide customers with suitable services in order to achieve high customer satisfaction especially in real-time dynamic service contexts. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure real-time customer expectations during service delivery. Hence, this study proposes a customer expectation measurement mechanism and evaluates its feasibility and reliability through simulations. Simulation results show that the proposed mechanism offers resear