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    题名: 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
    贡献者: 資管系
    关键词: 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
    上传时间: 2015-10-08 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
    数据类型: conference
    DOI 連結: http://dx.doi.org/10.1109/IJCSS.2011.27
    DOI: 10.1109/IJCSS.2011.27
    显示于类别:[資訊管理學系] 會議論文

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