期刊論文

標題 Can Customer Expectations be Measured in Real Time?
學年 104
學期 1
出版(發表)日期 2016/01/01
作品名稱 Can Customer Expectations be Measured in Real Time?
作品名稱(其他語言)
著者 Yen-Hao Hsieh; Soe-Tsyr Yuan
單位
出版者
著錄名稱、卷期、頁數 International Journal of Information Technology & Decision Making, 15(1), pp.119-149
摘要 Customer 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 researchers and service providers a feasible approach to measuring and managing real-time customer expectations at service encounters for building satisfactory customer experiences.
關鍵字 Expectation;measurement;real-time;simulation;service science
語言 英文
ISSN 1793-6845;0219-6220
期刊性質 國外
收錄於 SCI;
產學合作
通訊作者
審稿制度
國別 新加坡
公開徵稿
出版型式 ,電子版,紙本