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題名 Can Customer Expectations be Measured in Real Time?
作者 苑守慈
Hsieh, Yen-Hao;Yuan, Soe-Tsyr
貢獻者 資管系
關鍵詞 Expectation;measurement;real-time;service science;simulation
日期 2016-01
上傳時間 7-Jul-2016 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
資料類型 article
DOI http://dx.doi.org/10.1142/S0219622015500352
dc.contributor 資管系
dc.creator (作者) 苑守慈zh_TW
dc.creator (作者) Hsieh, Yen-Hao;Yuan, Soe-Tsyr
dc.date (日期) 2016-01
dc.date.accessioned 7-Jul-2016 17:03:42 (UTC+8)-
dc.date.available 7-Jul-2016 17:03:42 (UTC+8)-
dc.date.issued (上傳時間) 7-Jul-2016 17:03:42 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/98788-
dc.description.abstract (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.
dc.format.extent 161 bytes-
dc.format.mimetype text/html-
dc.relation (關聯) International Journal of Information Technology & Decision Making, 15(1), 119-149
dc.subject (關鍵詞) Expectation;measurement;real-time;service science;simulation
dc.title (題名) Can Customer Expectations be Measured in Real Time?
dc.type (資料類型) article
dc.identifier.doi (DOI) 10.1142/S0219622015500352
dc.doi.uri (DOI) http://dx.doi.org/10.1142/S0219622015500352