期刊論文
| 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 | en |
| 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 | 否 |
| 國別 | SGP |
| 公開徵稿 | |
| 出版型式 | ,電子版,紙本 |
| 相關連結 |
機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/109048 ) |