English  |  正體中文  |  简体中文  |  Post-Print筆數 : 20 |  Items with full text/Total items : 90058/119991 (75%)
Visitors : 24102032      Online Users : 2316
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version
    政大機構典藏 > 商學院 > 資訊管理學系 > 會議論文 >  Item 140.119/78895
    Please use this identifier to cite or link to this item: http://nccur.lib.nccu.edu.tw/handle/140.119/78895


    Title: Evaluating a mechanism for measuring customer expectation in real-time service contexts
    Authors: Hsieh, Yen-Hao.;Yuan, Soe-Tsyr
    解燕豪;苑守慈
    Contributors: 資管系
    Keywords: Academic fields;Customer expectation;Customer expectation measurement;Measurement mechanism;Real time service;Service delivery;Service provider;Service science;Simulation result;Angle measurement;Information services;Real time systems;Sales;Customer satisfaction
    Date: 2011
    Issue Date: 2015-10-08 17:40:22 (UTC+8)
    Abstract: Customer expectation has been an important issue across different academic fields. Customer expectation management is a way for service providers to deliver appropriate services to customers in real-time service contexts in order to achieve high customer satisfaction. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure customer expectations during service delivery, especially in real-time service contexts. Hence, this study aims to describe a customer expectation measurement mechanism and conduct several simulations to evaluate the feasibility and reliability of the customer expectation measurement mechanism. The simulation results show the mechanism is considerable for researchers and service providers and can serve as a feasible clue to measure and manage customer expectations in real-time service contexts. © 2011 IEEE.
    Relation: Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
    Data Type: conference
    DOI 連結: http://dx.doi.org/10.1109/IJCSS.2011.27
    DOI: 10.1109/IJCSS.2011.27
    Appears in Collections:[資訊管理學系] 會議論文

    Files in This Item:

    File Description SizeFormat
    index.html0KbHTML347View/Open


    All items in 政大典藏 are protected by copyright, with all rights reserved.


    社群 sharing

    著作權政策宣告
    1.本網站之數位內容為國立政治大學所收錄之機構典藏,無償提供學術研究與公眾教育等公益性使用,惟仍請適度,合理使用本網站之內容,以尊重著作權人之權益。商業上之利用,則請先取得著作權人之授權。
    2.本網站之製作,已盡力防止侵害著作權人之權益,如仍發現本網站之數位內容有侵害著作權人權益情事者,請權利人通知本網站維護人員(nccur@nccu.edu.tw),維護人員將立即採取移除該數位著作等補救措施。
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback