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    题名: Can Customer Expectations be Measured in Real Time?
    作者: 苑守慈
    Hsieh, Yen-Hao;Yuan, Soe-Tsyr
    贡献者: 資管系
    关键词: Expectation;measurement;real-time;service science;simulation
    日期: 2016-01
    上传时间: 2016-07-07 17:03:42 (UTC+8)
    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.
    關聯: International Journal of Information Technology & Decision Making, 15(1), 119-149
    数据类型: article
    DOI 連結: http://dx.doi.org/10.1142/S0219622015500352
    DOI: 10.1142/S0219622015500352
    显示于类别:[資訊管理學系] 期刊論文

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