1. NCCU Academic Hub
  2. 學術產出
  3. College of Commerce
  4. Proceedings
  5. Item

學術產出-Proceedings

Article View/Open

Publication Export

Google ScholarTM

政大圖書館

Citation Infomation

題名 Evaluating a mechanism for measuring customer expectation in real-time service contexts
作者 Hsieh, Yen-Hao.;Yuan, Soe-Tsyr
解燕豪;苑守慈
貢獻者 資管系
關鍵詞 Academic fields; Customer expectation; Customer expectation measurement; Measurement mechanism; Real time service; Service delivery; Service provider; Service science; Simulation result; Angle measurement; Information services; Real time systems; Sales; Customer satisfaction
日期 2011
上傳時間 8-Oct-2015 17:40:22 (UTC+8)
摘要 Customer expectation has been an important issue across different academic fields. Customer expectation management is a way for service providers to deliver appropriate services to customers in real-time service contexts in order to achieve high customer satisfaction. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure customer expectations during service delivery, especially in real-time service contexts. Hence, this study aims to describe a customer expectation measurement mechanism and conduct several simulations to evaluate the feasibility and reliability of the customer expectation measurement mechanism. The simulation results show the mechanism is considerable for researchers and service providers and can serve as a feasible clue to measure and manage customer expectations in real-time service contexts. © 2011 IEEE.
關聯 Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
資料類型 conference
DOI http://dx.doi.org/10.1109/IJCSS.2011.27
dc.contributor 資管系
dc.creator (作者) Hsieh, Yen-Hao.;Yuan, Soe-Tsyr
dc.creator (作者) 解燕豪;苑守慈zh_TW
dc.date (日期) 2011
dc.date.accessioned 8-Oct-2015 17:40:22 (UTC+8)-
dc.date.available 8-Oct-2015 17:40:22 (UTC+8)-
dc.date.issued (上傳時間) 8-Oct-2015 17:40:22 (UTC+8)-
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/78895-
dc.description.abstract (摘要) Customer expectation has been an important issue across different academic fields. Customer expectation management is a way for service providers to deliver appropriate services to customers in real-time service contexts in order to achieve high customer satisfaction. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure customer expectations during service delivery, especially in real-time service contexts. Hence, this study aims to describe a customer expectation measurement mechanism and conduct several simulations to evaluate the feasibility and reliability of the customer expectation measurement mechanism. The simulation results show the mechanism is considerable for researchers and service providers and can serve as a feasible clue to measure and manage customer expectations in real-time service contexts. © 2011 IEEE.
dc.format.extent 176 bytes-
dc.format.mimetype text/html-
dc.relation (關聯) Proceedings - 2011 International Joint Conference on Service Sciences, IJCSS 2011
dc.subject (關鍵詞) Academic fields; Customer expectation; Customer expectation measurement; Measurement mechanism; Real time service; Service delivery; Service provider; Service science; Simulation result; Angle measurement; Information services; Real time systems; Sales; Customer satisfaction
dc.title (題名) Evaluating a mechanism for measuring customer expectation in real-time service contexts
dc.type (資料類型) conferenceen
dc.identifier.doi (DOI) 10.1109/IJCSS.2011.27
dc.doi.uri (DOI) http://dx.doi.org/10.1109/IJCSS.2011.27