政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/74482

English | 正體中文 | 简体中文 | Post-Print筆數 : 27 | Items with full text/Total items : 109952/140887 (78%)
Visitors : 46294113 Online Users : 1516

RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.

Home ‧ Login ‧ Upload ‧ Help ‧ About ‧ Administer

政大機構典藏 > 商學院 > 資訊管理學系 > 會議論文 > Item 140.119/74482

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/74482

Title:	The roles of customer expectation and emotion in service experience
Authors:	Hsieh, Y.-H.;Yuan, Soe-Tsyr 苑守慈
Contributors:	資管系
Keywords:	Customer emotions;Customer expectation;Customer expectation managements;Multi methods;Service experience;Service provider;Service science;Theoretical framework;Customer satisfaction;Information systems;Surveys;Sales
Date:	2012
Issue Date:	2015-04-10 16:47:01 (UTC+8)
Abstract:	This research advanced the development for a theoretical framework of service experience in Service Science discipline. Service experience is composed of a series of complicated services and influenced by many factors. Customer psychological status is the important one to be investigated. Accordingly, we proposed a theoretical framework of service experience based on the perspectives of customer expectation and emotion. Good customer expectation management for service providers will increase the opportunity of customer satisfaction of service experience. In order to ensure that customers can have positive behaviors and responses during service experience delivery, developing an atmospheric service context to generate positive customer emotion is also important. Three hypothetical propositions are provided to illustrate the theoretical framework of service experience. This study evaluated the theoretical framework of service experience by using the multi-method. The analysis results from interviews and questionnaires are the solid evidences to support the theoretical framework of service experience. © (2012) by the AIS/ICIS Administrative Office All rights reserved.
Relation:	18th Americas Conference on Information Systems 2012, AMCIS 2012
Data Type:	conference
Appears in Collections:	[資訊管理學系] 會議論文

Files in This Item:

File	Description	Size	Format
index.html		0Kb	HTML2	930	View/Open

社群 sharing

著作權政策宣告 Copyright Announcement

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。
The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

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。
NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.

Loading...