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Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/74482

Title:	The roles of customer expectation and emotion in service experience
Authors:	Hsieh, Y.-H.;Yuan, Soe-Tsyr 苑守慈
Contributors:	資管系
Keywords:	Customer emotions;Customer expectation;Customer expectation managements;Multi methods;Service experience;Service provider;Service science;Theoretical framework;Customer satisfaction;Information systems;Surveys;Sales
Date:	2012
Issue Date:	2015-04-10 16:47:01 (UTC+8)
Abstract:	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.
Relation:	18th Americas Conference on Information Systems 2012, AMCIS 2012
Data Type:	conference
Appears in Collections:	[Department of MIS] Proceedings

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