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A quantitative approach to measure customer expectation for service innovation within service experience delivery

Published: 12 August 2009 Publication History

Abstract

Customer-focused service design and innovation is the key for service providers to deliver what services customers actually want. Although numerous articles emphasize the importance of customer expectations in many disciplines, only there was the non real-time data captured by previous empirical research. Besides, there has been no mathematical mechanism to correctly catch customer expectations in previous research. Service providers must make additional efforts to analyze and predict customers' needs according to previous empirical research, yet the gap between service providers' prediction and customer expectations has been still obvious occurring in practice. Accordingly, the purpose of this study is to propose a systematical and quantitative expectation measurement model, which is based on Fechner's Law and the concepts of operation risk, for service providers to measure the real time customer expectations during service experiences delivery.

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Cited By

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  • (2017)More than I ever wanted or just good enough? User expectations and subjective quality perception in the context of networked multimedia servicesQuality and User Experience10.1007/s41233-016-0004-z2:1Online publication date: 9-Feb-2017
  • (2016)Modeling User Expectations & Satisfaction for SaaS Applications Using Multi-agent Negotiation2016 IEEE/WIC/ACM International Conference on Web Intelligence (WI)10.1109/WI.2016.0062(399-406)Online publication date: Oct-2016
  • (2011)A PSO-based intelligent service dispatching mechanism for customer expectation managementExpert Systems with Applications10.1016/j.eswa.2011.03.00738:10(12128-12141)Online publication date: Sep-2011

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  1. A quantitative approach to measure customer expectation for service innovation within service experience delivery

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    cover image ACM Other conferences
    ICEC '09: Proceedings of the 11th International Conference on Electronic Commerce
    August 2009
    407 pages
    ISBN:9781605585864
    DOI:10.1145/1593254
    Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

    Sponsors

    • School of Business, The University of Hong Kong, Hong Kong
    • Sayling Wen Cultural & Educational Foundation
    • Ministry of Education, Taiwan
    • College of Information Science and Technology, Drexel University, USA
    • Weatherhead School of Management, Case Western Reserve University, USA
    • College of Technology Management, National Tsing Hua University, Taiwan
    • National Science Council, Taiwan
    • Chinese Enterprise Resource Planning Society, Taiwan
    • International Center for Electronic Commerce, Korea Advanced Institute of Science & Technology, Korea

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    Association for Computing Machinery

    New York, NY, United States

    Publication History

    Published: 12 August 2009

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    Author Tags

    1. Fechner's law
    2. customer expectation measurement
    3. expectation
    4. experience
    5. innovation
    6. service experiences delivery
    7. service innovation

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    ICEC '09
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    ICEC '09: International Conference on E-Commerce
    August 12 - 15, 2009
    Taipei, Taiwan

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    Cited By

    View all
    • (2017)More than I ever wanted or just good enough? User expectations and subjective quality perception in the context of networked multimedia servicesQuality and User Experience10.1007/s41233-016-0004-z2:1Online publication date: 9-Feb-2017
    • (2016)Modeling User Expectations & Satisfaction for SaaS Applications Using Multi-agent Negotiation2016 IEEE/WIC/ACM International Conference on Web Intelligence (WI)10.1109/WI.2016.0062(399-406)Online publication date: Oct-2016
    • (2011)A PSO-based intelligent service dispatching mechanism for customer expectation managementExpert Systems with Applications10.1016/j.eswa.2011.03.00738:10(12128-12141)Online publication date: Sep-2011

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