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    题名: Toward a theoretical framework of service experience: Perspectives from Customer Expectation and Customer Emotion
    作者: 苑守慈
    Yuan, Soe-Tsyr
    Hsieh, Yen-Hao
    贡献者: 資管系
    关键词: Service experience; customer expectation; customer emotion; exhibition; theory
    日期: 2019-03
    上传时间: 2020-06-22 10:52:01 (UTC+8)
    摘要: Satisfactory service experience not only enables customers to have wonderful memories but also attracts more customers. Managing service experience clues for influencing customers’ rational and emotional perceptions of services is critical to creating satisfactory service experience. To our knowledge, no recognised theories or propositions interpret the existing phenomenon of service experience. This study aims to propose a theoretical framework to aggrandise the foundation of service experience by considering customer expectation and emotion. The purposes of this study are to clarify the relationships among customer expectation, emotion and service experience, and to explore and develop a theoretical framework of service experience. This study uses a multi-method to evaluate the theoretical framework of service experience by analysing a B2B case study. The analysis results from interviews and questionnaires provide solid evidences to support the proposed theoretical framework of service experience.
    關聯: Total Quality Management & Business Excellence
    数据类型: article
    DOI 連結: https://doi.org/10.1080/14783363.2019.1596021
    DOI: 10.1080/14783363.2019.1596021
    显示于类别:[資訊管理學系] 期刊論文

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