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817 - A Framework for Analyzing Customer Expectations...

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A Framework for Analyzing Customer Expectations within Service Science Yen-Hao Hsieh, Department of Management Information Systems, National Chengchi University, No. 64, Sec 2, ZhiNan Rd., Wenshan Distric, Taipei City 116, Taiwan ROC [email protected] Yi-Syuan Chen, Department of Management Information Systems, National Chengchi University, No. 64, Sec 2, ZhiNan Rd., Wenshan Distric, Taipei City 116, Taiwan ROC [email protected] Yu-Ting Lin, Department of Management Information Systems, National Chengchi University, No. 64, Sec 2, ZhiNan Rd., Wenshan Distric, Taipei City 116, Taiwan ROC [email protected] Hsiao-Chen Liu, Department of Management Information Systems, National Chengchi University, No. 64, Sec 2, ZhiNan Rd., Wenshan Distric, Taipei City 116, Taiwan ROC [email protected] Ruei-Lin Kuo, Department of Management Information Systems, National Chengchi University, No. 64, Sec 2, ZhiNan Rd., Wenshan Distric, Taipei City 116, Taiwan ROC [email protected] Soe-Tysr Yuan, Department of Management Information Systems, National Chengchi University, No. 64, Sec 2, ZhiNan Rd., Wenshan Distric, Taipei City 116, Taiwan ROC [email protected] ABSTRACT Understanding customer expectations is an important and essential issue in the field of service science. For instance, what factors would particularly affect the desired service level and the adequate service level of customer expectations? How can producers fulfill the variable needs for customer satisfaction? Hence, this study based on the domain knowledge of expectations is to propose a framework which aids in producing the service tactics for service providers. Our research aims to fit in different industries and leads the variety of providers to a better course of customer expectation management. This study
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