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題名 The roles of customer expectation and emotion in service experience
作者 Hsieh, Y.-H.;Yuan, Soe-Tsyr
苑守慈
貢獻者 資管系
關鍵詞 Customer emotions; Customer expectation; Customer expectation managements; Multi methods; Service experience; Service provider; Service science; Theoretical framework; Customer satisfaction; Information systems; Surveys; Sales
日期 2012
上傳時間 10-四月-2015 16:47:01 (UTC+8)
摘要 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.
關聯 18th Americas Conference on Information Systems 2012, AMCIS 2012
資料類型 conference
dc.contributor 資管系
dc.creator (作者) Hsieh, Y.-H.;Yuan, Soe-Tsyr
dc.creator (作者) 苑守慈zh_TW
dc.date (日期) 2012
dc.date.accessioned 10-四月-2015 16:47:01 (UTC+8)-
dc.date.available 10-四月-2015 16:47:01 (UTC+8)-
dc.date.issued (上傳時間) 10-四月-2015 16:47:01 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/74482-
dc.description.abstract (摘要) 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.
dc.format.extent 176 bytes-
dc.format.mimetype text/html-
dc.relation (關聯) 18th Americas Conference on Information Systems 2012, AMCIS 2012
dc.subject (關鍵詞) Customer emotions; Customer expectation; Customer expectation managements; Multi methods; Service experience; Service provider; Service science; Theoretical framework; Customer satisfaction; Information systems; Surveys; Sales
dc.title (題名) The roles of customer expectation and emotion in service experience
dc.type (資料類型) conferenceen