政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/98788

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政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 > Item 140.119/98788

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/98788

Title:	Can Customer Expectations be Measured in Real Time?
Authors:	苑守慈 Hsieh, Yen-Hao;Yuan, Soe-Tsyr
Contributors:	資管系
Keywords:	Expectation;measurement;real-time;service science;simulation
Date:	2016-01
Issue Date:	2016-07-07 17:03:42 (UTC+8)
Abstract:	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.
Relation:	International Journal of Information Technology & Decision Making, 15(1), 119-149
Data Type:	article
DOI 連結:	http://dx.doi.org/10.1142/S0219622015500352
DOI:	10.1142/S0219622015500352
Appears in Collections:	[資訊管理學系] 期刊論文

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