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Can Customer Expectations be Measured in Real Time?

Author

Listed:
  • 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)

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.

Suggested Citation

  • Yen-Hao Hsieh & Soe-Tsyr Yuan, 2016. "Can Customer Expectations be Measured in Real Time?," International Journal of Information Technology & Decision Making (IJITDM), World Scientific Publishing Co. Pte. Ltd., vol. 15(01), pages 119-149, January.
    • Handle: RePEc:wsi:ijitdm:v:15:y:2016:i:01:n:s0219622015500352
    DOI: 10.1142/S0219622015500352
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    References listed on IDEAS

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    1. Edward Kasabov & Alex Warlow, 2012. "The Compliance Business and Its Customers," Palgrave Macmillan Books, Palgrave Macmillan, number 978-1-137-27115-0.
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    4. S.T.K. Luk & R. Layton, 2002. "Perception Gaps in Customer Expectations: Managers Versus Service Providers and Customers," The Service Industries Journal, Taylor & Francis Journals, vol. 22(2), pages 109-128.
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