Can Customer Expectations be Measured in Real Time?

Yen-Hao Hsieh () and Soe-Tsyr Yuan ()
Additional contact information
Yen-Hao Hsieh: Department of Information Management, Tamkang University, No. 151, Yingzhuan Rd., Danshui Dist., New Taipei City 25137, Taiwan R.O.C
Soe-Tsyr Yuan: Department of Management Information Systems, National Chengchi University, No. 64, Sec. 2, ZhiNan Rd., Wenshan District, Taipei City 11605, Taiwan R.O.C

International Journal of Information Technology & Decision Making (IJITDM), 2016, vol. 15, issue 01, 119-149

Abstract: Customer expectation has been an important issue across different academic fields. Customer expectation management enables service providers to provide customers with suitable services in order to achieve high customer satisfaction especially in real-time dynamic service contexts. Understanding actual customer expectations is the primary step before managing customer expectations. However, to our knowledge, there is no research investigating how to measure real-time customer expectations during service delivery. Hence, this study proposes a customer expectation measurement mechanism and evaluates its feasibility and reliability through simulations. Simulation results show that the proposed mechanism offers researchers and service providers a feasible approach to measuring and managing real-time customer expectations at service encounters for building satisfactory customer experiences.

Keywords: Expectation; measurement; real-time; simulation; service science (search for similar items in EconPapers)
Date: 2016
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://www.worldscientific.com/doi/abs/10.1142/S0219622015500352
Access to full text is restricted to subscribers

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:wsi:ijitdm:v:15:y:2016:i:01:n:s0219622015500352

Ordering information: This journal article can be ordered from

DOI: 10.1142/S0219622015500352

Access Statistics for this article

International Journal of Information Technology & Decision Making (IJITDM) is currently edited by Yong Shi

More articles in International Journal of Information Technology & Decision Making (IJITDM) from World Scientific Publishing Co. Pte. Ltd.
Bibliographic data for series maintained by Tai Tone Lim ().